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:01/09/2023

  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.

  The color of the desk I received does not match anywhere close to what is listed on the website. Asked to return the item but they will only do it if I pay return shipping which will end up being astronomical ($400+). ************ (**** is the specific employee) has not been willing to reasonably work with me to get the item returned with shipping charges covered on their part. I've sent them pictures showing how different the color is and they reply telling me that those are the same colors. As you can see from the photo provided, the image I took on the left does not match their stock photo on the right at all. Bisonoffice needs to update the photos they have listed for the desk and remedy this issue.

  Business Response

  Date: 01/12/2023

  Hello,
  
  To whom it may concern,
  
  We truly apologize for all the troubles caused.
  
  The shipment was successfully delivered on 12/2/2022 under the following tracking number:
  
  108350346909 (Metropolitan Warehouse & Delivery)
  
  Please kindly see the proof of the delivery attached. 
  
  Please be kindly advised that after further review it has been decided the the color of the item received is correct.
  
  The item is meant to have an antique look; therefore, all desks of the same model look slightly different.
  
  Additionaly, the pictures provided in the product's listing were under various lighting effects.
  
  We will be more than happy to issue a full refund once the merchandise is returned to **.
  
  Please kindly use the following return instructions:
  
  RMA 2572081/BKO01024681 (BIO01)
  3201 **********.,
  *****, ** 68144
  
  The refund will be processed once the item reaches our return facility. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18708826
  
  I am rejecting this response because: 

  Firstly, I see no mention of offering prepaid return shipping. Did I miss that somewhere?  If not, I will not accept this until you are willing to cover the return shipping charges. 

  
  

  Secondly, the color isn't "slightly" different than what you have listed. The color I received is completely different than what you have listed. I've ordered plenty of things where the color is "slightly" different. This is not one of them. It has nothing to do with the lighting. These are two completely different colors. If the desk were actually "slightly" different in color, I'd be keeping it, but its not. 

  
  

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

  Business Response

  Date: 01/17/2023

  Hello,
  
  To whom it may concern,
  
  We truly apologize for all the troubles caused.
  
  The shipment was successfully delivered on 12/2/2022 under the following tracking number:
  
  108350346909 (Metropolitan Warehouse & Delivery)
  
  Please kindly see the proof of the delivery attached. 
  
  Please be kindly advised that after further review it has been decided the the color of the item received is correct.
  
  The item is meant to have an antique look; therefore, all desks of the same model look slightly different.
  
  Additionally, the pictures provided in the product's listing were under various lighting effects.
  
  We will be more than happy to issue a full refund once the merchandise is returned to us.
  
  According to our return policy, the customer is responsible for the cost of the return shipping. 
  
  Please kindly use the following return instructions:
  
  RMA 2572081/BKO01024681 (BIO01)
  3201 **********.,
  *****, ** 68144
  
  The refund will be processed once the item reaches our return facility. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

• Initial Complaint

  Date:12/08/2022

  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 ***** the vanity desk was delivered. The product was broken and in pieces I requested a refund or replacement of the entire product. They refuse either. So I got ripped off for 70 that was a childs Christmas gift. The staff was rude. I've been in communication with them for 2 weeks now. No help.

  Business Response

  Date: 12/09/2022

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for any inconvience caused. 
  
  Please be kindly advised that the replacement was successfully sent out per the customer's request.
  
  Please kindly see a picture (request), which proves that, attached.
  
  The replacement was sent out under the following tracking number:
  
  391747588610 (FedEx)
  
  If a full refund is requested, the following return instructions may be used:
  
  RMA 2577089
  7950 ******************, Suite 200
  ************, ** 37122
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18543095
  
  I am rejecting this response because: they never should have sent those parts. I need the whole desk fixed. I do not have the money to afford to mail it back nor the ability. If they prepaid it and have uups or ***** pick it up I'll gladly return. Itherwise...it's been weeks. I want a refund or the desk. I will not accept less. I am owed. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/06/2022

  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.

  To whom it may concern, I am filing a formal complaint against your company, I was kindly given the procedures by Amazon customer service. The reason is due to your fraudulent practices. Let me explain, I order a small leaf table from your company on 11/27/22 and when it arrived it arrived without a table top and was missing one leg. I checked the order and it said the order had been delivered. Well since my order was incomplete I returned what I had received and asked for a refund, the original price was $201 and the refund i received was only $141. When I asked your customer service when I would be receiving the $60 additional cost, they basically told me that it was a Amazon cost, Amazon said no it wasn't and Amazon asked your company to refund the money, you still said no. So I am filling a fraud complaint against your company for charging me $60.23 for shipping on a product that was incomplete and missing peices., I will also be following up on ****** reviews. If this is how you treat customers I anticipate you won't be in business too long. Thank you

  Business Response

  Date: 12/08/2022

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for any inconvience caused. 
  
  Please be kindly advised that the remaining amount has been issued successfully.
  
  Please kindly see an invoice, which proves that, attached.
  
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 12/09/2022

   
  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:11/29/2022

  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 4 chairs from them three weeks ago, the chairs are a ******************** than advertised on their website. I called them immediately and was told to send pictures, which I did. I have been calling their customer service for over 3 weeks and I keep getting the run around. I accidentaly threw the boxes away and was told I could not get a refund because of this, but was told they could possibly do something for me because the chairs were a different shade than advertised for instance a credit or they could possibly send me some boxes. Well 3 weeks later and I finally speak to someone named "*****". ***** said he would look into this because of the color on the chair and get back to me, he didn't. I called him the next day and his answer to me was that they couldn't and wouldn't do anything. The lighting on the website is sometimes different than what you actually buy. WHAT!!!! How do you tell a customer that and it doesn't say that on the website.So now I am stuck with these chairs that are darker than I would like and they never tried to help me. This is an awful company.

  Business Response

  Date: 12/01/2022

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the inconveniences caused.
  
  Please be kindly advised that according to our return policy returns can only be accepted in the original packaging, and this applies to all return reasons. 
  
  Please kindly see a picture of our return policy attached.
  
  In this situation we are willing to make an exception and accept a return of the merchandise not in the original packaging. 
  
  Please kindly use the following return instructions:
  
  RMA 2566721
  3201 **********.,
  *****, ** 68144
  
  Please kindly ship the merchandise to the address provided above and provide ** with the return tracking number.
  
  The full refund will be processed once the merchandise is returned. 
  
  Thank you!
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

• Initial Complaint

  Date:11/28/2022

  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.

  On October 3rd I placed an order for a pool cue rack sold by BisonOffice on Amazon. Order #***-6697964-8975415. When the item arrived on October 12th I noticed that the top wood part of the rack had giant dent/gash in it. I contacted BisonOffice and they said I had two options, I could do a return or they could ship me a new pool cue rack. Since I liked the rack I had them send a new item as I figured that would be less hassle for everyone. The new item was delivered on October 27th. When the item arrived I opened it and made sure everything looked good. I did not notice any issues with the wood this time. The next day I left for a work trip and then a vacation. I had purposely placed my original order when I did so that it would arrive before and be installed before my trips. Since I had to wait on a replacement I was unable to get it installed. When I finally got back home for Thanksgiving I attempted to install the rack. I couldnt get the bottom piece to install on the two screws that were provided. When I looked on the back of the rack I quickly realized why, the hangers on one side were installed at an angle. This means that it will not install on the parallel screws. Since the hangers are located in a small recessed area you cannot unscrew them, drill a new hole, and reinstall them. Once my guests left from Thanksgiving I emailed BisonOffice to request a return due to the defective item. After receiving two faulty products I no longer have confidence in the manufacturer to provide a quality item. BisonOffice responded that since I was past the 30 day return window they were unable to provide a refund. While it has been greater than 30 days from the original order it was less than 30 days since I received the replacement item. At this point I am stuck with a defective item thru no fault of my own. I should not be punished for poor quality control form the manufacturer.

  Business Response

  Date: 12/05/2022

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for any inconvience caused. 
  
  We will be more than happy to proceed with desired settlement once the merchandise is returned to us.
  
  Please kindly see a prepaid return label attached.
  
  Please kindly return the second item ( the replacement) which was delivered on 10/27/2022.
  
  The full refund will be processed once the merchandise reaches our return facility.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 12/08/2022

   
  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:10/24/2022

  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 "mirror" from BisonOffice for $74.09. *** delivered a large box containing the "mirror" and a separate small envelope containing "mounts". The "mirror" was some paper material with a reflective coating. I complained and ***** provided ONE return mailing label. I returned the "mirror" with the "mounts" inside the box. Bison refunded $58.58. When asked why I was not refunded the full amount, I was told that the "mounts" should have been sent to a different warehouse. i said that I was given only ONE mailing label. They then said that I did not tell them that I was returning the "mounts". Why would I keep the mounts if I'm returning the mirror??? The difference $15.51 is an insignificant amount. The issue is that ***** engaged in FALSE advertising, and an UNETHICAL practice by providing ONE label knowing that the mounts were to be mailed to a different location, knowing that I would not have any need for the mounts if I was returning the mirror.

  Business Response

  Date: 10/27/2022

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the troubles caused. 
  
  Please be kindly informed that we successfully processed a refund for the second item as well. 
  
  Please kindly see the invoice, which reflects that, attached.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager
  
  

• Initial Complaint

  Date:10/17/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 6 chairs and 1 bench from Bisonoffice.com for $564.96 on May 30th. Most of the items I received were damaged, legs different lengths, broken pieces, and had to be replaced. I received several replacements that were also damaged but fianlly got a set that visually apprared ok. However I sent them a message 2 months later because a replacement was now broken from inside the chair (nothing we could have done to damage the inside where the leg screws in) and they said it's past 30 days we won't help you. I have now another chair with the same issue. Its been 2 months and the chairs are breaking one by one from the same spot, inside where the legs s**** in. We don't have any major wear and tear but simply sit down to eat. They won't do anything to reconcile even though this is clearly a manufacture problem, only giving *************************************************************************************************

  Business Response

  Date: 10/20/2022

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for all the inconveniences caused.
  
  Please be kindly advised that according to our return policy, customers have 7 days to report an issue with the merchandise received.
  
  Please kindly see a picture of our return policy attached.
  
  In this situation, a full unit replacement for the defective chairs was shipped out and delivered on 07/22/2022 under the following tracking number:
  
  567346913693 (FedEx)
  
  The first email, which informed about the issue, was sent to us on 9/22/2022.
  
  Please kindly see a picture, which proves that, attached.
  
  Please be kindly advised that the issue was reported way outside of our return window.
  
  However, upon taking all the facts and circumstances into consideration, we are willing to make an exception and proceed with the desired settlement.
  
  We are giving an opportunity to return the merchandise received for a refund.
  
  Please kindly use the following return instructions provided below:
  
  RMA 2449762
  3201 **********.
  *****, ** 68144
  
  The refund will be issued once the merchandise reaches our return facility. 
  
  Please kindly get back to us with the tracking number once the merchandise is shipped back to us. 
  
  Thank you!
  
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 10/23/2022

   
  Complaint: 18233393
  
  I am rejecting this response because: it will cost me more in shipping and packaging to ship by 6 chairs than it will be to do nothing. That is not a good option for me. I would be ok if you shipped me 2 new chairs so I could at least have a full working set that I ordered or a refund for the 2 that are broken now. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/28/2022

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the troubles caused. 
  
  Please be kindly advised that after further review it has been decided to make an exception and ship out an entire set of chairs.
  
  The replacement has been shipped out successfully under the following tracking number:
  
  567346920629 (FedEx)
  
  Please kindly see the link to the tracking number below:
  
  https://www.fedex.com/fedextrack/?trknbr=567346920629&trkqual=12024~567346920629~FDEG
  
  The replacement is scheduled to be delivered on 11/2/2022
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager
  
  

  Customer Answer

  Date: 11/01/2022

   
  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,
  
  *****************************