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:11/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a chair in Mid-July 2025 called the ***************** Glider from ****** Living. The chair cost $800.00. **************** informed that returns were limited to thirty days which I find is unreasonable. The left of the chair has pulled away from the frame. I love the chair. 

  Customer Answer

  Date: 11/12/2025

  I just included information about the bison swivel chair complaint I filed with Chicago BBB.

  Business Response

  Date: 11/13/2025

  Hello,
  
  Thank you for reaching out. Im truly sorry for the inconvenience this situation has caused.
  
  After a thorough review of your case, weve confirmed that the report was submitted outside the standard return window, which means were unable to make an exception at this time.
  
  Our records show that the merchandise was delivered on August 4, 2025, and the issue was reported on October 28, 2025.

  As noted in our return policy, all issues should be reported within 7 days of delivery.

  In some cases, we extend this period to 30 days as a courtesy; however, this case falls beyond that timeframe.
  
  For your convenience, Ive attached a copy of our return policy.
  
  Please let us know if theres anything else we can assist you with. Were always happy to help.
  
  Best Regards,
  ********
  Bison Commerce Customer Support Manager

  Customer Answer

  Date: 11/13/2025

  Complaint: 24133419
  
  I am rejecting this response because:

  it is unreasonable -- a company that charges over $800 for an item of furniture should have a window much larger than 30 days to ensure customer satisfaction. ********* stores I've checked in ********* do. It's obvious there was a flaw in the construction of my chair and it's getting worse. Also, since I love the chair, I have agreed to have it fixed by the company. Or replaced. Or money refunded. I believe that shows good faith by me. If this is a matter for small claims court or arbitration, I will agree to it.  

  PLEASE FIX MY CHAIR.   
  
  Sincerely,
  
  ******* *****

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

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

  Business Response

  Date: 11/14/2025

  Hello,
  
  We completely understand how frustrating this situation must be.
  
  Please kindly note that while we can occasionally extend the return window to 30 days as a courtesy, this issue was unfortunately reported well beyond that timeframe.

  Even with the extended window, we would still be unable to provide with a resolution. 
  
  Were very sorry for any inconvenience this may cause, and we sincerely appreciate your understanding.

  If theres anything else we can assist you with or clarify, please dont hesitate to let us know were always here to help.
  
  Best Regards,
  ********
  Bison Commerce Customer Support Manager  

  Customer Answer

  Date: 11/15/2025

  Complaint: 24133419
  
  Chelsie if you were "here to help" as stated - you would help by setting me up with someone who can fix my chair or by replacing the chair or by refunding my money. let me contact an attorney and see where to go from here. as a TV/radio guy in ************** I can't wait to inform my listeners to avoid doing business with your company.

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

• Initial Complaint

  Date:10/23/2025

  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 4 smoked glass closet doors from Bison Commerce as a 3rd party vender thru ******. the doors were delivered late July there were 4 doors stacked on top of each other. however, I was unable to obtain help with installation within the 30-day guarantee time frame. and so did not discover that the bottom door's glass was shattered. when I contacted the company and advised them of the damage (that was obviously from the blade of a forklift) they asked for pictures and then a description of the door and then they would see if they had one in the warehouse and see about making an exception dragging it on until finally saying they were sorry but they would not help me. now I have taken the frame to a glass installation business, but they need to know the type of film that was used on the back. I have asked Bison Commerce for this information and now they are simply being evasive. 

  Business Response

  Date: 10/28/2025

  Hello,
  
  Im truly sorry to hear about the issue youve experienced with your order. I completely understand how disappointing this situation must be.
  
  After carefully reviewing your case, I found that the concern was reported outside of our 30-day return window. The order was delivered on July 16, 2025, and the issue was reported on September 17, 2025.
  
  According to our return policy, were only able to offer resolutions when an issue is reported within 30 days of delivery. I realize this may not be the outcome you were hoping for, and I sincerely apologize for any inconvenience or frustration this may have caused.
  
  Thank you for your understanding, and please dont hesitate to reach out if you have any other questions or if theres anything else I can assist you with.
  
  Best Regards,
  ********
  Bison Commerce Customer Support Manager

  Customer Answer

  Date: 10/29/2025

  Complaint: 24054446
  
  I am rejecting this response because I have received their "Boiler Plate" response already and have realized they are not in the "Good Business" business and have no concept of "customer satisfaction". My current issue is that I have had to take the door to a local glass business and in order to make a new door that matches the current doors they need the information on the film/tint that goes on the back of the glass and Bison Commerce will not even be kind enough to supply me with that information.  My understanding is the local glass company I am using has asked them as well as a professional courtesy and have received no response.
  
  Sincerely,
  
  Peg Anderson  

  Business Response

  Date: 10/30/2025

  Hello,
  Thank you very much for your response.
  I would like to kindly clarify that we did respond to the question raised about the film.
  We were asked what type of film is being used on the back, and we explained that it is a decorative privacy film combining a frosted, opaque appearance with a smoky gray or tinted finish. This provides both privacy and an elegant aesthetic, while still allowing some light to pass through.
  At this time, we have no records indicating that we were contacted by the local glass company.
  If any additional information is needed, please dont hesitate to reach out well be more than happy to assist you every step of the way.
  We sincerely apologize for any inconvenience this situation may have caused.
  
  Best Regards,
  ********
  Bison Commerce Customer Support Manager
  

  Customer Answer

  Date: 10/30/2025

  Complaint: 24054446
  
  I am rejecting this response because: I asked 3 times to advise me of the maker/dealer /manufacturer/producer of the product or where I can obtain the "same" film/tint.   yes, they described it. which did not answer the question.  I need the same product in order for all 4 doors to match but they were evasive and finally advised that they do not have that information.   

  Sincerely,
  
  Peg Anderson 

• Initial Complaint

  Date:09/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business is operating illegally and has despicable "policies" clearly designed to defraud customers. They sent me a table that had a manufacturing defect and refused to assist with returning the item, saying that I would need to pay for return shipping myself (which is about 2/3 of the cost of the item, plus would require me to carry it a long distance and it is heavy). That is completely illegal. They cannot send defective or damaged products and force you to go out of pocket for a return. Contact law requires perfect delivery and everything to the exact specifications. The buyer is not responsible for the seller sending damaged or defective items. The seller is. They need to issue a full refund without requiring a return of the table or send someone to pick the item up and pay for the shipping. There are no other options. That is what is legally required because of the defective goods sent and I am declining to keep the item in the condition it was sent in. That is my legal right. Above all of that, their customer service seems to be designed to frustrate you and make you give up. It took over a week of back and forth with no actual resolution. They repeatedly ignored my statements and took days to reply. Absolutely horrible and seemingly fraudulent. Screenshots of the entire exchange are attached.

  Business Response

  Date: 09/26/2025

  Hello,
  
  I sincerely apologize for the inconvenience this has caused. We truly understand how disappointing it can be to receive merchandise that is not in perfect condition, and we greatly appreciate your patience as we work to make this right.
  
  To resolve this matter, wed be happy to offer you one of the following options:
  
  A replacement at no additional cost
  A discount should you prefer to keep the item as is
  
  If you would instead like a full refund, you may return the merchandise using the instructions below:
  
  RMA: 3427303
  Return Address:
  ******************************************************************************
  
  For your convenience, Ive also attached our Amazon return policy for reference.
  
  Please let us know which resolution works best for you, and we will take care of the rest promptly. Your satisfaction is very important to us, and we want to ensure this experience ends on a positive note.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 09/26/2025

  Complaint: 23927720
  
  I am rejecting this response because: The business continues to ignore the requirements for damaged items. See attached email confirming the conversation I had with ******. They advised that I need to pay $200 out of pocket and then the seller is supposed to refund my return shipping cost for damaged items. Their position is that the only reason that the seller can't/won't send me a prepaid label is because they have no way to coordinate that through the ****** website, not because they say they won't pay it when they do get the item. They say they can't do anything else until the seller does in fact refuse to pay once they receive it.

  It doesn't even make sense that the seller would refuse to do anything except to send me even more extremely heavy items, other than because they overcharged for the table in the first place and want to keep the pure profits. Why would they pay out of pocket to send me a part for free when that part will cost $100+ to ship and then lead to even more waste (both of an identical but not fully functional part that would then need to be thrown away, adding to landfills, and with my time because I have to take the entire thing apart and start over and just hope there aren't other issues with what they send). They also have said multiple times they are not going to follow the ****** requirement. Unfortunately, ****** will not do anything until they refuse to do it once I actually go out of pocket for this, despite them saying many times they will not be abiding by ******'s policy for damaged and defective items (which is what the literal law is).

  Furthermore, at the beginning of this interaction I asked for the reasonable solution that would save everyone $100s, not be terrible for the environment with unnecessary shipping, and cause more extreme delays. That was a partial refund. The seller refused and continued making excuses for delays in processing and responding that I needed to try things that made 0 sense and I had already said I tried. For example, they "helpfully" told me that I need to put the s**** in over the top of the leg attachment, not under it, as if I was a complete idiot. Who on earth would think that in order to attach something, you have to s**** something below it...? There would be no connection between the two items. I can only think that they were intentionally delaying even more to frustrate the process. There is no other reasonable explanation. 

  I am not leaving my money with these scammers. I would have accepted the partial refund that I initially asked for had they not been intentionally slowing things down and hindering the entire process for a full week. The only acceptable solutions are to send me a full refund without requiring a return or to cover the cost of return shipping and then send a full refund. At this point, I don't even believe that they will give me my money back if I DO return the item given how dishonest and intentionally difficult, they have been.

  Sincerely,
  
  ********* Webb 

  Business Response

  Date: 10/01/2025

  Hello,
  
  Thank you for your patience while we thoroughly reviewed your case. We truly value your business and want to ensure this matter is resolved in a way that works best for you.
  
  After carefully considering the situation, we are able to offer the following resolution options:
  
  Partial Refund We would like to offer a refund of half the cost paid for the merchandise.
  
  Replacement We can send a replacement item at no additional cost.
  
  Full Refund If neither of the above solutions is suitable, you may return the merchandise for a full refund. Please use the return instructions below:
  
  RMA: 3427303
  *****************
  ********************
  
  The refund will be processed once we receive both the tracking number and the returned item.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your understanding. Please let us know which option you would prefer, and well take care of it promptly.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce 

  Customer Answer

  Date: 10/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am accepting based on further assurances from ****** and a partial refund received from the company.
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:09/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of order 9/6/25 Order # ***-6898852-0431443 Cost $116.01 As the customer was expecting a dining room table that was not damaged. Vendor provided damaged product. Bison Commerce is doing everything that they can make receiving a replacement top in a timely manner difficult.Have requested the top be sent ASAP, their answer NO Have requested Bison do something to show they are working in good faith, their answer NO. 

  Business Response

  Date: 09/24/2025

  Hello,
  
  I sincerely apologize for the inconvenience this situation has caused you.
  
  At Bison Commerce, we are committed to providing the highest level of customer care, and we truly value the feedback youve shared.

  Please rest assured that we are reviewing the insights you provided to further improve our processes.
  
  Regarding your replacement order, I can confirm that it has been shipped under the following tracking number:
  
  1Z31AR930359245131 (UPS)
  
  Your package is currently in transit and should arrive shortly.
  
  Thank you for your patience and understanding.

  Please dont hesitate to reach out if you have any further questions or need additional assistance.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 09/24/2025

  Complaint: 23916763
  
  I am rejecting this response because: Requested tabletop be sent ASAP, it has been sent *** Ground. Unacceptable.

  Why should I accept company response when I'm not able to inspect the replacement.

  Based on this companies actions they could very well be sending me another damaged part.
  

  Sincerely,
  
  ***** Mincemoyer  

  Business Response

  Date: 09/30/2025

  Hello,
  
  I can confirm that the replacement was successfully delivered on 9/29/2025 under the following tracking number:
  
  1Z31AR930359245131 (UPS)
  
  Could you please let us know if the replacement arrived in perfect condition and if it meets your expectations?
  
  I look forward to your response.
  
  Thank you!
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:08/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dresser from ******* (Bulwark dresser in walnut). I could not put it together so I ******* to see if I could return it. They said yes and sent me a label to return it. I tried to print off the label, but my printer was not able to do so. I called and they said that whoever picked it up would be able to pick it up and leave me paperwork for the dresser. When the man showed up to take the dresser, he said he would take the dresser and be right back in with the paperwork. He never returned with anything. I didn't think anything about it but two weeks later I called ******* to see why I hadn't gotten refunded for the dresser. The person I talked to said not to worry that it just hadn't gotten there since they were backed up. Not to worry and give it a couple of weeks and I would be fine. I waited again and called back. This time I was told to call the delivery service. I called ***. do not know this was not the company who delivered the dresser. They said they couldn't do anything without a tracking number. I explained that the driver never left me a ticket for the dresser, and I had nothing to prove I sent the item back. I called ******* and they wanted the tracking number, and I told them that I could not do that since they never gave me a ticket for the return, Then I found out that they went thru Fed ex and they wouldn't even talk to me unless I had a tracking number. All I could get was a robot telephone agent and no other listing. I called Bulwark but the person I talk to told me there was nothing they could do since I didn't have a tracking number. Please help. Thank you.  

  Business Response

  Date: 09/04/2025

  Hello,
  
  I sincerely apologize for any inconvenience this situation may have caused.
  
  Ive reviewed your case and can confirm that the merchandise was successfully returned to **.

  A full refund has also been processed back to your original payment method.

  For your convenience, Ive attached a picture showing the issued refund.
  
  If theres anything further, we can assist you with, please dont hesitate to let me knowIll be happy to help.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce  

• Initial Complaint

  Date:08/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered King size bed. Bison delivered a California King. Requesting correct size item.

  Business Response

  Date: 08/18/2025

  Hello,
  
  Thank you for reaching out, and I sincerely apologize for the disappointment this situation has caused.
  
  After reviewing your case, I do see that the merchandise was delivered on 6/11/2025, and the issue was reported on 8/1/2025. As this falls outside of our 30-day return window, Im afraid were unable to proceed with a return or replacement under our current policy.
  
  I completely understand how frustrating it is when a product does not meet expectations, and I regret that were unable to make an exception in this instance. Please know that we take feedback like yours seriously, and Ill be sharing this internally so we can continue working on ways to improve our customer experience.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 08/18/2025

   
  Complaint: 23698045
  
  I am rejecting this response because: I am aware of your 30-day policy to return an item for refund IF I changed my mind, or the item was damaged.  This is not the case, it is a situation of selling a one thing (King bed) and delivering a something else (California King).  You advertised a King bed and sold me a California King. The wrong item was sent, specifically I ordered a King *** and you sent a California King.  

  This wrong item was initially accepted because the shipping box and contents were in good condition. It only became apparent that the incorrect item was sent when the bed was fully assembled - at which time I immediately notified Bison Commerce of the error. The manufacturer has confirmed the order that was filled was a CA King.  I have provided several pictures to Bison commerce of the fully assembled bed showing the dimensions are in fact a CA King. 

  I am only requesting to receive what I paid for. Bison Commerce, admit the error and correct the situation. 
  
  Sincerely,
  
  *** **********

  Business Response

  Date: 09/01/2025

  Hello,
  
  I completely understand how frustrating it can be to receive merchandise that does not meet your expectations. Your satisfaction is very important to us, and I truly appreciate you sharing your experience.
  
  Please kindly note that our return policy provides a 30-day window from the date of receipt, and this applies to all returns, regardless of the reason. While were unable to make exceptions outside of this timeframe, I want to assure you that your feedback is being taken seriously and will help us prevent similar issues in the future.
  
  Thank you very much for your understanding.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/31/2025

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

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/18/2025

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

  Customer Answer

  Date: 06/19/2025

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

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

  Business Response

  Date: 06/20/2025

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

  Customer Answer

  Date: 06/25/2025

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

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 05/20/2025

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

  Customer Answer

  Date: 05/20/2025

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

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

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

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

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

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

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

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

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

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

  Business Response

  Date: 05/28/2025

  Hello,

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

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

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

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

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

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

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

  
  

  Best Regards,
  Karolina
  Head of Customer Support
  Bison Commerce

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/11/2025

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