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:12/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase made on October 30th in the amount of ******* for order number *******. Included Product ID ******* (Dresser), Product ID ******* (Bed), and quantity 2 of Product ID ************ purchasing a furniture set from Bison, I diligently verified the bed frame dimensions to ensure compatibility with our mattress. However, upon delivery, it became evident that the frame's actual width was 73 inches, not the 77 inches advertised on their website.Bison initially proposed a discount as a resolution, but I requested either a replacement frame with the correct dimensions or a full return of the set. The email correspondence clearly indicates that Bison acknowledges the misleading product description.Despite this, Bison expects me to bear the return shipping costs for an error on their part. Given the size and weight of the furniture, it is impractical for me to arrange for its return, especially considering that it was delivered by their team.Bison's policy regarding return shipping costs may be standard practice, but it is not applicable in this case, as I ordered the correct item based on the information provided on their website. I believe it is unreasonable to hold me accountable for the costs associated with returning a product that was incorrectly described. I am requesting a refund and that Bison be responsible for the return of all items.

  Business Response

  Date: 12/13/2024

  Hello,
  
  Thank you for reaching out to us, and I sincerely apologize for any frustration this situation may have caused.
  
  After carefully reviewing your case, we can confirm that the dimensions listed on our website are accurate. However, I would like to clarify that the dimensions provided are for the entire bed, while the measurements you shared seem to reflect the mattress opening specifically.
  
  We understand how this might have led to some confusion, and we truly regret any inconvenience caused. To make up for the trouble, we are happy to honor our original offer of a $200 discount.
  
  If you would prefer to proceed with a return and refund, here are the return instructions for your reference:
  
  RMA LA000879155
  ***********************************************
  
  Once the merchandise is returned to us, we will promptly process your refund.
  
  Please dont hesitate to reach out if you have any further questions or if there is anything else we can assist you with.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22648923
  
  I am rejecting this response because: The product details and dimensions provided on your website were inaccurate, resulting in the delivery of an incorrect item. Due to the size and weight of the set, we are unable to arrange for its transportation or relocation. As the discrepancy in the product information is the responsibility of your company, we expect all associated costs, including shipping, return, and restocking fees, to be waived.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 12/20/2024

  Hello,
  
  We would like to clarify that the dimensions in the product listing refer to the entire bed. At no point was it indicated that the dimensions pertain to the mattress opening. The listing of the merchandise is considered to be accurate.
  
  That said, we understand if the product does not meet your expectations. If you wish to proceed with a return for a refund, we are here to assist. Please use the following return instructions:
  
  RMA LA000879155
  ******************
  *****************
  
  Once we receive the item, we will process your refund promptly.
  
  If you have any further questions or if there is anything else we can assist you with, please do not hesitate to reach out. We are committed to ensuring your satisfaction and appreciate the opportunity to resolve this matter for you.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 12/20/2024

   
  Complaint: 22648923
  
  I am rejecting this response because: In prior correspondence, Bison acknowledged that the product description regarding dimensions may have been misleading. From the email communications: "Please kindly note that the dimensions listed on our website58"H x 77"W x 88"Drepresent the overall size ofthe bed frame, while the measurement of 73"x84" refers specifically to the mattress opening.
  I completely understand how this may have been unclear and regret any confusion it may have caused. ".
  A standard King mattress is 76" in width, the dimensions listed on your website did not explicitly state that they were for the entire bed frames width. Given the dimensions of our mattress I selected the size based on the dimensions you have listed. No where on the product page do you list the mattress opening dimensions or the mattress size. I have included screenshots of the product page to show the only indication of dimesions is the 77" width, which would be the correct size for a king mattress, not the 73" you communicated by email.
  Given the lack of explicit mattress size specification on the product page and the acknowledged ambiguity in the dimensions, I believe Bison should be responsible for the return and refund of the items. I kindly request you to proceed with the return and refund process accordingly.
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 12/26/2024

  Hello,
  
  Wed like to clarify that the dimensions provided in the product listing represent the overall size of the bed and were not specified as referring to the mattress opening. We believe the listing accurately reflects the product.
  
  However, we understand if the item doesnt meet your expectations. If you would like to proceed with a return for a full refund, were happy to assist. Please follow these return instructions:
  
  RMA: LA000879155
  11751 Cabernet Dr.
  *****************
  
  Once we receive the returned item, we will promptly process your refund.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out. Your satisfaction is important to us, and we appreciate the chance to resolve this matter for you.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

  Customer Answer

  Date: 12/29/2024

   
  Complaint: 22648923
  
  I am rejecting this response because:
  Again, you have already stated that the product description is confusing and misleading. You will need to take responsibility for the return and full refund. I will not be held liable for any charges due to innacurate and incomplete product descriptions. No where do you mention the dimensions are not for the mattress nor do you state that it is for the entire product width. How do you expect anyone to purchase this product without knowing the mattress size? Please do what is correct and assume responsibility for what is ultimately your lack of product details. I will not stop disputing this claim until you do so, this is ridiculous. 
  Sincerely,
  
  ******* ********

  Business Response

  Date: 01/02/2025

  Hello,
  
  Thank you for reaching out to ***
  
  We want to clarify that the dimensions listed in the product description represent the overall size of the bed and were not intended to indicate the size of the mattress opening. We believe the product listing accurately represents the item.
  
  That said, we understand if the product doesnt meet your expectations. If youd like to return it for a full refund, wed be happy to assist you. Please use the following return instructions:
  
  RMA: LA000879155
  Address: ******************
  *****************
  
  Once we receive the item, well promptly process your refund.
  
  If you have any other questions or need further assistance, please dont hesitate to reach out. Your satisfaction is important to us, and were here to help resolve this issue.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:12/05/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/06/2024

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

  Customer Answer

  Date: 12/16/2024

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

  Customer Answer

  Date: 12/31/2024

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

  Business Response

  Date: 01/03/2025

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

  Customer Answer

  Date: 01/03/2025

   
  Complaint: 22644900
  
  I am rejecting this response because:

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

  Business Response

  Date: 01/08/2025

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

  Customer Answer

  Date: 01/09/2025

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

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

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

  Business Response

  Date: 01/14/2025

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

  Customer Answer

  Date: 01/20/2025

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

• Initial Complaint

  Date:12/03/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  End of August I ordered a table for my granddaughters birthday party it was shipped in 2 boxes upon completion of putting booth section together we opened second box to find the table top split in half like a cracker. Panic sheer panic. I called and tried to work it out with warehouse they sent a replacement 2 days before the party that one was split and broken as well. PARTY WAS RUINED! No table bonuses of my kitchen broken table and pieces taking up the kitchen. I would have tried for a third replacement table top but wouldnt have gotten there in time and by then I was afraid this was pure junk! By this time I spoke to ****** the warehouse after much effort finally got bison!! Theyre rude careless and frankly do not want to help. If you want to get a refund you have to ship items on your dime! Heavy large items that cost as much as the items maybe more. I have neck and back injuries that would make this difficult as well. The lack of responsibility this company takes for the junk they sell is awful. The emails message calls etc are overwhelming exhausting and frustrating. Its over 3 months no kitchen table and most of my kitchen blocked off with this broken set. 

  Business Response

  Date: 12/19/2024

  Hello,
  
  Thank you for bringing this matter to our attention. I sincerely apologize for the inconvenience and frustration caused by receiving a damaged item.
  
  We fully understand how disappointing this experience must have been, and were committed to resolving this promptly for you.
  
  To address the issue, we would like to offer you the following options:
  
  A replacement table top along with a $50 discount
  Return instructions for a full refund.
  
  Please note, per our return policy, if the replacement option is declined, the cost of return shipping would be the responsibility of the customer. For your convenience, Ive attached a copy of our return policy for reference.
  
  If you have any questions or need further assistance, please dont hesitate to let us know. Were here to help.
  
  Best regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:11/25/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/29/2024

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

  Customer Answer

  Date: 12/02/2024

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

  Business Response

  Date: 12/13/2024

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

  Customer Answer

  Date: 12/16/2024

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

• Initial Complaint

  Date:11/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/29/2024

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

  Customer Answer

  Date: 12/02/2024

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

  Business Response

  Date: 12/06/2024

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

  Customer Answer

  Date: 12/10/2024

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

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

• Initial Complaint

  Date:11/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding a damaged office desk I received from ************* Upon delivery, I noticed that the top of the desk was severely damaged in highly visible areas. Specifically, the corner of the desk facing the seating area was so severely damaged that the inner cardboard and composite material of the top panel were exposed.The desk shipment arrived in two separate packages, and the damaged piece was located in a different box and positioned at the bottom. By the time I realized the top was broken, I had already begun the installation process. Returning the desk would now require me to go through the entire disassembly process, which makes it impractical.I immediately took pictures of the damaged desk and reported the issue to ************ within three days of receiving it, requesting a replacement. However, they refused my request, citing that I had not included the original packaging in the photos. This response seems to follow a pattern; other customers have also reported that ************ uses technicalities like these to avoid taking responsibility for damaged items.The damage to the desk top was clearly not caused by me, as it is impossible to damage the piece to this extent in such a short time after delivery. Given that I reported the issue promptly and in good faith, I am requesting that ************ provide a replacement for the damaged desk or issue a full refund.Thank you for your assistance in resolving this issue.Sincerely,Darmawi

  Business Response

  Date: 11/14/2024

  Hello,
  
  I hope this message finds you well.
  
  I sincerely apologize for the inconvenience this issue has caused and appreciate your patience as we worked to resolve it.
  Im happy to let you know that a replacement for the damaged parts has been arranged, sent out and delivered to you successfully. 
  
  Here is your tracking number for the replacement shipment: ************ (FedEx).
  
  If theres anything else I can assist you with, please dont hesitate to reach out.
  
  Warm regards,
  ********
  Customer Support Supervisor
  Bison Commerce

• Initial Complaint

  Date:10/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/18/2024

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

• Initial Complaint

  Date:10/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/18/2024

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

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 22411880
  
  I am rejecting this response because:
  

  BBB,

  
  

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

  
  

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

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

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

  
  

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

  
  

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

  
  

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

  
  

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

  
  

  
  

  

  
  
  
  

  

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

  Business Response

  Date: 10/29/2024

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

  Customer Answer

  Date: 10/30/2024

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

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

  Business Response

  Date: 10/31/2024

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

• Initial Complaint

  Date:10/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Retailer grossly misleads customers w incomplete & inaccurate product descriptions & return policy. After calling them out on both & wasting hours explaining & defending myself as the customer, they REFUSE to offer a solution.Before my purchase, I spent HOURS researching an accent chair, & based on this retailer's web description & images I was certain about what I wanted. The same chair was sold by others (******, *******) but I decided to purchase from this company because they had the lower price & I was certain after doing my consumer due diligence this was what I wanted. I hadn't purchased from this company before so I was sure to review their return policy just in case. It simply states that customers are responsible for return shipping "COSTS" & a possible restocking fee. I decided to proceed w my purchase (again because I was certain based on description) & figured if the transaction didn't go as planned, then I'd be out some nominal fee for the return shipping label (figuring maybe $40 since they'd be using their ***** business account to issue the label).When the chair arrived, IMMEDIATELY I noticed the chair's fabric was not as described or depicted. It was much thicker & more like a carpet. I initiated a return & they only told me where to ship it. No return label! My shipping costs would've been more than double the value of the chair if I shipped it thru a non-business account. Their return policy NEEDS to be more clear & state that the customer is responsible for the entire return shipping-- including the label, all costs, packaging, & getting the item to the shipper. Especially considering they sell furniture. Had I known this before, I never would've purchased from them.Fabric wasn't as described & I PROVED this w pics they requested. They then said they'd check w the manufacturer, & the manufacturer of course ignored my proof & said I was wrong. So this business then refused to accommodate or work w me even though the proof showed I was correct. 

  Business Response

  Date: 10/09/2024

  Hello,
  
  I sincerely apologize for any inconvenience and frustration this matter may have caused. We fully understand how disappointing it can be to receive an item that does not meet your expectations, and we appreciate your patience as we work to resolve the issue.
  
  Following a thorough review, we have confirmed that the item you received is correct. Please note that the product listing does not indicate that the item is made of chenille or contains this fabric.
  
  As outlined in our return policy, the customer is responsible for return shipping costs. However, as a gesture of goodwill, we are making an exception in this case and have provided a return label for your convenience. The cost of return shipping, which amounts to $34.50, will be deducted from your refund.
  
  The return label is attached to this email. Should you require any further assistance, please feel free to contact us.
  
  Thank you for your understanding.
  
  Warm regards,
  ********
  Customer Support Supervisor
  **********************

• Initial Complaint

  Date:09/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 10/03/2024

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

  Customer Answer

  Date: 10/09/2024

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

  Business Response

  Date: 10/11/2024

  Dear ******,

  Thank you for confirming that the refund money reached you. 

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

  I hope you have a wonderful weekend ahead!

   

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