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: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
  
  

• Initial Complaint

  Date:12/07/2023

  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.

  Bisonoffice.com stated a delivery date of 12/07/2023. I ordered the item specifically for a birthday gift on 12/07/23. I contacted the freight company and was informed that the item would not be delivered until 12/12/23. I was told by bisonoffice if I cancel the order I would be charged $300 for return delivery even though the delivery date was not upheld.

  Business Response

  Date: 12/19/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  The original shipment was shipped out on 11/29/2023 under the following tracking number:
  
  7012055 (Main Freight)
  
  The shipment was lost in transit. 
  
  To resolve this issue, per the customer's request, a replacement was shipped out under the following tracking number:
  
  165953398 (ABF)
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

• Initial Complaint

  Date:12/04/2023

  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.

  Our bookshelves arrived damaged in ripped boxes. The interior packing material was likewise ripped open. It took a week for them to respond to our report of the problem and now they won't pay to return the items. This isn't a case of not liking the quality (which was poor, by the way), it's a case of receiving damaged items and a company not taking responsibility for that. We also have to lug the boxes back to ***** ourselves rather than ***** arranging for a pickup. We should not have to pay a huge amount of money to return ship bookshelves that arrived damaged. That's the responsibility of the business that sold them to us. Do not purchase anything from this company unless you see it in person first or be prepared for a length return process where you will end up with a ******************* for nothing.

  Business Response

  Date: 12/06/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  I am writing to let you know that the merchandise was successfully returned to us under the following tracking numbers:
  
  787434620020 (FedEx)
  787434620031 (FedEx)
  
  The full refund has been processed successfully.
  
  Please kindly see the invoice, which proves that, attached.
  
  The desired settlement has been reached. 
  
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20953777
  
  I am rejecting this response because it was not about getting a refund for the damaged bookshelves.

  We are pleased to have received the full $685.32 refund and a waiver of the $150 "restocking fee," but do not believe either of those things are the issue. Of course we should have received a full refund and had the restocking fee waived. The product is only being restocked because they sent it to us damaged. The issue is that ***** sent damaged bookshelves and damaged products should not be sold or re-sold in the first place. In the second place, they should be returned at the expense of the SELLER, not the consumer. It is their fault they sent a chipped piece of furniture with the laminate bubbling up in multiple places. This was not damage that happened in transit. It was damage that was carefully packed back into a box and sent to us as a product allegedly in new condition. Unfortunately, it was not. They refused to send us a prepaid return shipping label and their website clearly states they will only accept returns sent back via the same method they were sent. So I took them to ***** and returned them - at the ungodly sum of $666.32 (see attached receipt). That is the amount we seek reimbursement for now. I see dozens of similar complaints online about this company that I only wish I had seen before our purchase. Alas, what's done is done, but we deserve to be compensated for the return shipping fee that we were forced to pay out of pocket to return the damaged bookshelves. The onus is on Bison to make this right and if they do not, you should shut them down. Too many people have suffered already due to their fraudulent business practices and they should not be allowed to put another consumer through this. 

  Thank you for your time. 

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

  Business Response

  Date: 12/13/2023

  Hello,
  
  To whom it may concern,
  
  We are truly sorry for any inconvenience this situation has caused you. We understand how frustrating it can be when things don't go as planned. We would like to sincerely apologize for the trouble caused.
  
  Please know that according to our return policy, if a replacement as resolution is rejected, the customer is responsible for the cost of the return shipping. We have attached a screenshot of our return policy for your reference.
  
  We wanted to make things right for you; therefore, we decided to waive the restocking fee of 15%, which is typically applied as per our policy. We hope this gesture can help alleviate some of the frustration you may be experiencing.
  
  Please let us know if there's anything else we can do to help resolve this matter. We truly appreciate your business and want to ensure your satisfaction.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20953777
  
  I am rejecting this response because: this return policy is outrageous, unjust and anti-consumer. It has not caused frustration as they so flippantly write, but rather financial hardship. 

  You dont have to be a lawyer to know that customers should only be responsible for the cost of return shipping if they change their minds about a product, not if it arrives damaged! That is the responsibility of the seller and only the seller can make it right.
  
  Bison has not made this right. Waiving a restocking fee for damaged furniture is not a gesture of goodwill, its something that should be done in the normal course of business. In order to resolve the situation, they must pay for our return shipping IN FULL for their poorly-made, scratched/chipped shelves. And I hope that in your role as arbiter of better business practices in ********, you hold them accountable so no other consumer loses $666.32 because they expected new furniture to arrive in new condition. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/28/2023

  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 purchased a set of two dining chairs that were delivered on August 12. On November 20th one of the wooden chair legs snapped while my 60-pound son was sitting it in at dinner. The leg didnt come off the chair, the wood literally snapped in the middle. I reached out to customer support to see if a replacement could be sent but they stated that because the chair had been delivered more than 30 days before the malfunction, nothing could be done. While the poor customer service is frustrating, I just want to warn against the quality and safety of products offered by this company. My 9-year old son could have been injured. Because the policy only covers 30 days, it leads me to believe this company knows they are selling low-quality, unsafe products.

  Business Response

  Date: 11/30/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  Please be kindly advised that according to our return policy our customers have 30 days to report all types of issues.
  
  In this particular instance, the issue was reported outside of our return window. 
  
  However, we will be more than happy to make an exception and accept a return for a refund.
  
  Please kindly use the following return instructions to return the merchandise:
  
  RMA 2778042
  ****************************************************
  
  The refund will be processed once the item is returned to **. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20929893
  
  I am rejecting this response because the cost to ship the item for return would be the same cost for the item to be replaced out of my own pocket. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/05/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  Please be kindly advised that we strictly have to follow our return policy:
  
  "All of our customers have 30 days to report all types of issues"
  
  However, after a further review we have decided to make an exception and accept a return of the merchandise
  
  Please kindly use the following return instructions to return the merchandise:
  
  RMA 2778042
  ****************************************************
  
  The refund will be processed once the item is returned to **. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20929893
  
  I am rejecting this response because the cost of shipping the item for return would be as much as the refund. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/06/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  Please be kindly advised that we strictly have to follow our return policy:
  
  "All of our customers have 30 days to report all types of issues"
  
  However, after a further review we have decided to make an exception and accept a return of the merchandise
  
  Please kindly use the following return instructions to return the merchandise:
  
  RMA 2778042
  ****************************************************
  
  The refund will be processed once the item is returned to **. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

• Initial Complaint

  Date:11/21/2023

  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 three bar stools from the company on 11/18/2023 for a total cost of $175.25. There were nine chairs listed as in stock when I ordered them.I received an email on 11/21/2023 saying that they were cancelling my order because they had no chairs in stock. When I looked on the website, they had increased the cost per chair almost $100 each and reportedly have seven in stock.They have the chairs. They raised their price after I purchased them and do not want to honor the original price.

  Business Response

  Date: 11/24/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  I am writing to let you know the these particular chairs are currently out of stock, and the restocking date is unknown.
  
  Please kindly note that in this particular situation the stock in our system was not updated immediately.
  
  We are already working on having this issue resolved as soon as possible.
  
  Please be kindly advised that we will be unable to send out a replacement as the chairs are currently out of stock.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20900314
  
  I am rejecting this response because: I believe that I should be able to purchase these chairs for the originally-advertised price when they are again available.
  
  Sincerely,
  
  Ren Shore

  Business Response

  Date: 11/29/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  We would be more than happy to process a reorder; however, the item is currently out of stock, and the restocking date is unknown.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

• Initial Complaint

  Date:11/14/2023

  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.

  My company bought 3 standard bookcases, 2 L shaped desks, and 3 L shaped executive desks on October 18, 2023 for a total amount of *******. After opening one box which had damage we saw that quality of the furniture was very poor. I contacted Amazon who told me to contact the third party. ***** stated they would take our product back. However, the cost to return the product is greater than the product that we purchased. I just don't know what to do next.

  Business Response

  Date: 11/16/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  We were informed that out of 9 items ordered one of the items had missing parts.
  
  If other units have issues as well we will be more than happy to send replacement parts to resolve this issue.
  
  Please kindly identify which parts need to be replaced, and we will be more than happy to send a replacement.
  
  Our return policy on Amazon states that if an offer to replace parts is rejected, the item can be returned under our standard return policy (please kindly see the our return policy attached).
  
  Please kindly return the items using the following return instructions below:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Once the items are returned the full refund will be processed immediately.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20870314
  
  I am rejecting this response because:Morning,
  I would like to reject the offer from Bison.  Anything less than a refund will be unacceptable.  I would be willing to drive these products to ***** myself, but they will not accept that.

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

  Business Response

  Date: 11/29/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  We will be more than happy to issue a full refund once the shipment is returned to **.
  
  Please kindly use the following return instructions:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Please kindly note that items have to be returned through shipping.
  
  The refund will be processed once the items are returned, and the return tracking number shows "delivered".
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20870314
  
  I am rejecting this response because:  The cost of shipping these items back is a little over $6,000, the items that need to be returned cost a little of $4,000.  What I am requesting are prepaid return labels.  I would also be willing to drive them to ***** and return them.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/06/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  I am writing to let you know that according to our return policy our first resolution is replacement parts. 
  
  If an offer to receive replacement parts is rejected, the customer is responsible for the cost of the return shipping.
  
  Please kindly let us know which parts need to be replaced, and we will be more than happy to process a replacement.
  
  Alternatively, the merchandise can be returned using the following return instructions:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20870314
  
  I am rejecting this response because: the products are the cheapest quality.  As I stated before I am willing to drive them to ***** and deliver them for a full refund.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/11/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  Please kindly use the following return instructions to return the merchandise for a full refund:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Please kindly note that a merchandise can only be returned through shipping.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20870314
  
  I am rejecting this response because: it does not contain a prepaid return label for my return.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/13/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  Please kindly use the following return instructions to return the merchandise for a full refund:
  
  RMA ******* (BIO01)
  *****************************************,
  *****, ** 68144
  
  Please kindly note that a merchandise can only be returned through shipping.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20870314
  
  I am rejecting this response because:  I want a prepaid return label or permission to drive them to your facility.  The quality of this product is not of our office standards.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/13/2023

  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.

  I am writing because I placed an order from BisonOffice from Walmart.com on October 26, 2023 for the ************ Seating Set 3 piece White with Sunbrella Taupe Cushion for $355.87 and a tax/delivery included price of $380.78. Order #***************. This order was canceled on October 27, saying the item is out of stock. The item was and still is in stock on Bisonoffice.com, Product ID: ********** a result of the cancellation, I purchased a different color of the same item on October 28, 2023 at 9:****. I ordered the ************ Seating Set 3 piece Taupe with Sunbrella Charcoal Cushion for $320.02 and a tax/delivery included price of $342.42. Order #*******-06506758. I received an email that the item was shipped and delivered with ***** tracking #************. ***** signed for the package. I then received an email that the package was reported missing. What is interesting about this tracking number is that it was shipped on October 26, 2023 at 1:22pm, 2 days before I placed the order. The package delivered was 60 pounds and had dimensions of 33x33x21 in. The items I ordered should weigh 107 pounds. I received an email on October 31, after this erroneous package was delivered, saying " that your order was unfortunately lost in transit. We are out of stock for the item and unable to ship a replacement; therefore, we have processed a full refund for your order." Ironically, the item was and still is in stock on Bisonoffice.com, Product ID: *******. As a result of this 2nd bizarre email from BisonOffice customer service, which at this point in time is looking like the seller is not behaving ethically, I placed the order a 3rd time from Walmart.com on November 6, 2023 at 5:22pm. This time I ordered 2 sets of ************ Seating Set 3 piece Taupe with Sunbrella Taupe Cushion for $381.08 each and a total tax/delivery included price of $815.51 for the 2 sets. Order #*******-80583955. I will attach the full letter I sent the fraudulent company.

  Business Response

  Date: 11/15/2023

  Hello,
  
  To whom it may concern,
  
  I sincerely apologize for the trouble this situation has caused you. 
  
  I would like to kindy let you know that two of your orders (Order #*************** and *************** were lost in transit). The orders were delivered to an incorrect address. 
  
  We have already reported this issue to our logistics department to make sure that the same issue never happen again.
  
  The third order ( Order #***************) was cancelled because the item was out of stock. 
  
  The item is currently out of stock, and the next restocking date is unknown.
  
  I truly apologize for the inconvenience.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20854829
  
  I am rejecting this response because:

  -I do not think the business read the original attachment letter I wrote detailing that their bogus shipping/tracking had zero relevance to the products I ordered. Each "lost" order was actually shipped prior to the dates/times that I placed the order; each "lost" order was for different items than what I ordered; each "lost" order was delivered to the correct client, the company NEVER sent my items. This is a fake tracking scam.

  -Also, each item that I ordered that ************ has said is "out of stock" is showing "in stock" on their website. This company does not stand by their advertised price. They refuse to fulfill orders that were placed legitimately thru Walmart.com and ************ pricing.

  The **************** agents at ************ are deceitful and the public should be alerted about ************'s marketplace fraud that has been committed thru the Walmart.com e-commerce platform.

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

  Business Response

  Date: 11/16/2023

  Hello,
  
  To whom it may concern,
  
  I would like to kindly inform you that the stock does not get updated in real time; therefore, the information about the stock may be shown differently on various of our platforms. 
  
  Please kindly note that the the item itself is currently out of stock, and we are unable to send a replacement. 
  
  I truly apologize for the inconvenience.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/19/2023

   
  Complaint: 20854829
  
  I am rejecting this response because: Please note that inventory is still showing availability on the primary website- see attachment. There has always been availability. The public should know that ************ for whatever reason does not want to ship products ordered from *******.com, nor do they wish to satisfy customers by fulfilling their orders correctly. Now that I know the lack of ethics from this company, there is no way I would ever put my credit card details on their website and do business directly with this company. I am happy to have the ******* guarantee so that I can #1 get my money back, and #2 ensure this company cannot advertise thru *******.com
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/24/2023

  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 a file cabinet on walmart.com. The file cabinet was damaged when it arrived. It had a big dent on the side and the box was damaged on the side. I returned the item to ******* in store. They accented the return at the time. I showed the woman at ******* the damage.After I returned the item, I received an email from the seller stating they won't give a refund because it had been 30 days. Yet, when I purchased the item it was advertised on the item page I had 90 days to return. Also, on the order page it says I have until Nov 29th to return. No where did it say I had 30 days. This is false advertising and if it had advertised 30 days I would have gotten someone to take it in within that time frame (too heavy for me to lift).

  Business Response

  Date: 11/06/2023

  Hello,
  
  To whom it may concern,
  
  I sincerely apologize for the trouble the damaged merchandise caused you.
  
  We acknowledge that the merchandise arrived in a damaged condition.
  
  To resolve this issue we processed a full refund.
  
  Please kindly see the invoice, which reflects the refund. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/08/2023

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

• Initial Complaint

  Date:10/24/2023

  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.

  On Sept 26, I ordered a mint blue TV stand from ************* They sent me a muddy grey/blue TV stand that clearly is a different color than their website listing. When I tried to return it, they acknowledged that it is different from their listing online because of lighting and monitor adjustments" that they make to the photos but would not allow me to return it without paying both shipping and a 15% restocking fee. The shipping alone would be over $200 given that it's a heavy furniture item, so this is a sneaky way of not allowing customers to return a product that is not as listed. To knowingly post a misleading ad (an item that is clearly a different color), acknowledge that and then refuse to process a return without charging hundreds of dollars is fraud.

  Business Response

  Date: 11/02/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was successfully delivered on 9/30/2023 and10/1/2023 under the following tracking numbers:
  
  784307731530 (FedEx)
  784307733039 (FedEx)
  
  Please kindly see the proof of the delivery attached.
  
  The merchandise arrived damaged and of incorrect color. 
  
  To resolve these issues a full refund was issued.
  
  Please kindly see the invoice, which proves that, attached (refund).
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor