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:09/14/2024

  Type:Customer Service 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 would give this 0 stars if possible. The company is absolutely irresponsible and essentially okay with poisoning their customers.I purchased these dressers in January and they had a highly toxic smell that made my kids and I light headed. I put them in an empty room for a few weeks, and nothing improved.I contacted the company and they gave me some nonsense about how 30 days have passed, and I should try "ventilation, baking soda, and essential oils". I ended up leaving the dressers outside for 6 MONTHS. They were exposed to sun and heat and the drawers were regularly supplied with fresh baking soda monthly. After a total of 9 MONTHS, the dressers STILL WREAK OF CHEMICALS. Totally unacceptable and DANGEROUS to your families. They bait you by giving you dumb advice to pass your return window. They don't care about you, your family, their reputation, or integrity. Stay as far away as possible from these vultures. I'm $1,000 out of pocket for poisonous dressers.

  Business Response

  Date: 09/19/2024

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for any inconvenience you may have experienced. Please note that according to our return policy, customers are required to report any issues within 30 days of delivery.
  
  In this case, the merchandise was delivered on January 14, 2024, while the issue was reported on June 1, 2024well outside of the 30-day window. As a result, we regret to inform you that we are unable to provide a resolution at this time.
  
  Thank you for your understanding, and please do not hesitate to reach out if you have any further questions.
  
  Warm regards,
  ********
  Customer Support Supervisor
  **********************
  
  

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22287418
  
  I am rejecting this response because:

  It shows no responsibility or professional character on behalf of the business. I submitted that request in writing on that date, but I had called much earlier and was given general advice about airing the product out,  which was similar to the advice in your initial reply. This is clearly a tactic used to get your clients out of the window of your self-created and cowardly return policy. We kept the dresser in good faith and continued to air it out for months only to discover that the smell is essentially baked into the material itself.

  It is highly toxic and highly chemical and harmful to my young children. I notice that you have not addressed this portion of the complaint at all. Your product should be recalled and you should issue refunds to EVERYONE that bought it. Zero responsibility on your behalf and zero concern for the health and safety of your victims. 

  
  Sincerely,
  
  ******* M

  Business Response

  Date: 09/20/2024

  Hello,
  
  I hope this message finds you well.
  
  Please accept our sincerest apologies for any inconvenience you may have experienced. After reviewing the details, we confirm that the call you referenced was received on June 1, 2024. By that time, the 30-day return window had already expired.
  
  We understand how frustrating this may be, and we truly regret any disappointment this has caused. However, we must adhere to our company's return policy in all cases to ensure consistency and fairness.
  
  Thank you for your understanding. Should you have any further questions or require additional assistance, please don't hesitate to reach out.
  
  Best regards,
  ********
  Customer Support Supervisor
  **********************
  
  

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22287418
  
  I am rejecting this response because:

  This is the same response you gave before. No acceptance of responsibility for selling toxic furniture to families. No resolution. Hiding behind your cowardly self imposed policies. There's nothing stopping you from doing the right thing except ypur unwillingness to do so. 

  
  Sincerely,
  
  ******* M

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a dining room table through Amazon and it appears that this company was the seller. Amazon gives you an option to choose a date for delivery and I chose August 30 through September 4. I purchased a new home and I didnt take possession till the 30th. On August 28 the furniture was delivered in a rain storm and sat for two days And downpours of rain. The boxes were destroyed. The furniture is saturated with water and the company refuses to pick up the item. They want me to take it to a ************** and pay for postage and the item weighs over 100 pounds and is a large package. I am disabled and even if it wasnt too big would not be able to do this. The company continues to not read my emails and sending me the same statement over and over again about me mailing it back to them. I want them to pick up their item and refund me. 

  Business Response

  Date: 09/13/2024

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for any inconvenience caused regarding the recent issue with your order. It has come to our attention that the merchandise you received was damaged.
  
  To assist in resolving this matter, we initially requested images of both the item and its packaging to assess the extent of the issue. However, we have only received photographs of the packaging.
  
  In order to proceed with a resolution, we kindly request that you provide photos of the item itself at your earliest convenience. This will allow us to fully evaluate the situation and take appropriate action.
  
  For your reference, I have also attached a copy of our return policy available on Amazon.
  
  If you prefer to receive a full refund without submitting photos of the item, please follow the return instructions provided below:
  
  RMA ******* (BIO01-AMZ)
  ******************************************************************************
  
  Thank you for your attention to this matter. Should you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Best regards,
  ********
  Customer Support Supervisor
  **********************

  Customer Answer

  Date: 09/13/2024

   
  Complaint: 22272654
  
  I am rejecting this response because:

  I could not get a response back from seller regarding the condition of the box. If I opened it up after it had been pieced together with tape, it would no longer be able to be used and no way to ship it back. On September 12 I went ahead and opened it up sent pictures and did receive a response back that said we apologize for the damage, we can either replace it or you can take it to a shipper at your cost. That is the complaint. This is a 96 pound table in the damaged box that was sent on the wrong date and left in the rain for days and it is not the buyers responsibility. It fully lies on the seller!  my request is to have them send a shipper to pick this table up from my home. I am disabled and there is absolutely no way that I can drag a 96 pound table in a truck to a shipping company. The sellers response is incorrect and they need to check their emails that they sent to me yesterday where they verified. They received the pictures , I have tried very hard to work with this company, but I get the same responses each and every time as if theyre not not really reading my emails or looking at the pictures 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/16/2024

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for any inconvenience this situation may have caused. Upon reviewing the photos of the item, we acknowledge that the product arrived in less than perfect condition.
  
  To address this, we are pleased to offer you the following resolution options:
  
  1. A full replacement of the item
  2. A full refund upon return of the item
  
  Please note that if you choose the refund option, the return shipping cost will be the customer's responsibility in accordance with our return policy. I have attached a copy of the return policy for your convenience.
  
  Below are the return instructions for your reference:
  
  RMA ******* (BIO01-AMZ)
  ********************************************************************************
  
  Should you have any further questions or need assistance, please dont hesitate to reach out.
  
  Best regards,
  ********
  Customer Support Supervisor
  **********************

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22272654
  
  I am rejecting this response because:

  the item was shipped prior to agreed upon date and left in the rain. The box has fallen apart. I had taped the box together, but then the company asked for me to open it up and send them pictures and now it cannot be pieced back together. The package weighs over 98 pounds and I am disabled. There is no way that due to this companies, error, and sending the item that I have to Ship it back myself I received notification from Amazon that the seller would pay for the shipping but the seller is saying something different. I purchased the items through Amazon who then went to this third-party seller. My request is that they find a shipping company that will take it in a destroyed box , otherwise there is no way for it to get it back. I have spent two weeks going over this information over and over again and every email and every chat and every phone call and we still keep coming back to the same answer. Can somebody please read this before you respond instead of giving a generic answer.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/17/2024

  Hello,

  I hope you're doing well.

  We sincerely apologize for any inconvenience caused by this situation. After reviewing the photos, we acknowledge that the product arrived in less than ideal condition.

  We have carefully considered your feedback left on BBB and are prepared to offer a resolution. You may choose from the following options:

  A full replacement of the item
  A full refund once the item is returned

  Please note that if you select the refund option, the return shipping cost will be the customers responsibility, in accordance with our return policy.

  For your convenience, here are the return instructions:

  RMA ******* (BIO01-AMZ)
  *************************************************>***************

  If you have any additional questions or need further assistance, feel free to reach out.

  Best regards,
  ********
  Customer Support Supervisor
  **********************

  Customer Answer

  Date: 09/17/2024

   
  Complaint: 22272654
  
  I am rejecting this response because:
  Smazon order was for delivery between Aug 30- Sept 4. ***** was not owner of address until that date   Due to seller sending two days early, buyer did not have authority to be on property and seller left the table in the pouring rain for two days. ***** is not responsible for delivery as it was not delivered on agreed upon date 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/18/2024

  Hello,
  
  I hope this message finds you well.
  
  We sincerely apologize for any inconvenience caused by the condition of the item you received. After reviewing the provided photos, we acknowledge that the product did not arrive in satisfactory condition, and we take full responsibility for this issue.
  
  We have carefully considered your feedback and are committed to resolving the matter promptly. As a resolution, we are pleased to offer a replacement for the damaged item.
  
  Should you choose not to accept the replacement, you may return the item for a full refund. However, please note that the return shipping costs will be the responsibility of the customer, as per our return policy.
  
  Kindly find our return policy attached for your reference. It states:
  
  "If you decide you do not want parts or a replacement unit, you can return the item under our standard return policy."
  
  For your convenience, below are the return instructions:
  
  RMA: ******* (BIO01-AMZ)
  Return Address:
  ********************************************************************************
  
  If you have any further questions or require additional assistance, please do not hesitate to contact us.
  
  Thank you for your understanding and cooperation.
  
  Warm regards,
  ********
  Customer Support Supervisor
  **********************

• Initial Complaint

  Date:08/26/2024

  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.

  Several weeks ago, I noticed that ***** had incorrect color photos and product descriptions for an entire product line before placing an order. I informed them, and they acknowledged the mistake, assuring me it would be corrected. Weeks later, I placed an order for one of these products, trusting the description and photo had been updated. However, they sent the wrong color. When I contacted ******** service to request a return label, **** essentially told me too badclaiming I received what I ordered. I then called and spoke with another representative who immediately admitted there was an error on their end with both the site and my order but said it would take several days to investigate. When I asked to speak with a manager, I was put on hold, only to be told the manager wasnt available.Even after sending **** photographic proof showing hand rubbed bronze taken directly from the link on my order, she once again retorted, essentially saying too bad, because buried in the description was the word black. She forgot to mention that the link clearly denotes oil rubbed bronze and the black buried in the description actually said secondary color. Despite now numerous phone calls, with the first ******** service agent admitting their mistake, and each time placing me on hold for long period, only to return to advise their managers are in a meeting, Im still awaiting for a response from management and the return label. This entire experience has been incredibly frustrating and time-consuming, leaving me deeply disappointed by ****** lack of accountability and poor ******** service.I want the prepaid return label for the incorrect color products that were sent, and a full refund.

  Business Response

  Date: 09/04/2024

  Hello,
  
  I hope this message finds you well.
  
  I sincerely apologize for any inconvenience that may have been caused.
  
  I am pleased to inform you that the matter has been resolved to your satisfaction, and the requested refund has been successfully processed.
  
  Please find the attached invoice as confirmation of the transaction.
  
  Thank you for your understanding and patience.
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22198006
  
  I am rejecting this response because:

  Bison cost me another week or so of my time just simply trying to get the return packages picked up. They continued rejecting the notion that I was unable to schedule it myself, after trying repeatedly with their carrier. Instead, they continued to state that they could not assist and it was on me. The only way I was able to twist their arm was to tell them Id add this experience to my complaint. So no, I do not agree this, in any way, was handled to my satisfaction. 
  This company and their business practices are deficient and corrupt to say the very least. 
  The good news, we are finally done and I will never do business with them again. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/06/2024

  Hello,
  
  I hope this message finds you well.
  
  I sincerely apologize for any inconvenience this situation may have caused. Please rest assured that we are conducting a thorough review of this case to ensure improvements in our service going forward.
  
  I am pleased to inform you that a full refund has been successfully processed. Kindly find the attached invoice as confirmation.
  
  Thank you for your understanding.
  
  Best regards,
  ********
  Customer Support Supervisor
  **********************

• Initial Complaint

  Date:07/31/2024

  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 received a damaged cabinet. the only options I was given, was an offer to replace, with the cabinet left to my disposal ( in which I would need pay a fee locally ) and the second was a refund of the purchase price, and after the return the damaged unit ( at our expense ). I feel neither one of these options are without consequence to us. We are a senior couple, unable to pack, lift and carry this heavy and bulky piece.

  Business Response

  Date: 08/08/2024

  Hello,
  
  I am very sorry for the trouble caused. 
  
  We confirm that the merchandise received was damaged.
  
  To resolve this issue the following resolutions were offered:
  
  Replacement parts
  A full unit replacement
  
  According to our return policy, if replacement options are rejected, the customer is responsible for the cost of the return shipping.
  
  I am attaching our return policy.
  
  If a full refund is requested, the following return instructions may be used:
  
  RMA 3037677/3037677
  *******************************************************************************************
  
  The refund will be issued once the merchandise reaches our return facility.
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor

• Initial Complaint

  Date:07/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 08/06/2024

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

• Initial Complaint

  Date:07/19/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/22/2024

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

  Customer Answer

  Date: 07/23/2024

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

• Initial Complaint

  Date:06/13/2024

  Type:Customer Service 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 product from this company and immediately after I paid for it online I thought I better contact them to make sure the item is not self assemble even though the discription of the product does not state that it is self assemble. I got a reply back right away telling me it's self assemble. So I asked to cancel the order. They told me I could not cancel even though the product had not been sent out for delivery yet. That I could only return it after I received the item. I told them I can't do that because I am handicapped and can not assemble it let alone get it back to **** They still shipped the item knowing I did not want the item. They refuse to give me a prepaid label to send it back. They refuse to have *** or any delivery service pick it back up. They refuse to even pay to have it sent back to them even though I told them I did not want it before they sent it. I just have this giant box sitting in my house for weeks and nobody will help me.

  Business Response

  Date: 06/14/2024

  Hello,
  
  To whom it may concern,
  
  I am very sorry for the inconvenience this entire situation caused.
  
  I am writing to let you know that at the time a cancellation request was sent, the order had been already being transferred to the carrier; therefore, the order could no longer be cancelled. 
  
  According to our return policy, the customer is responsible for the cost of the return shipping, and there is also a restocking fee of 15% applied.
  
  Please kindly see our return policy attached.
  
  In this instance we would like to make an exception and waive the restocking fee.
  
  Once the item is returned to us we will process a full refund.
  
  Please kindly see the return instructions below:
  
  RMA ******* (BIO01)
  *********************************************************************************
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 06/21/2024

   
  Complaint: 21845735
  
  I am rejecting this response because: 

   

  I reject the response from the business. After I purchased the item within 30 seconds I sent an email to them to make sure the product was not self assemble and I let them know I did not want it if it was. I got a reply back that said it was self assemble even though the website does not have it listed as self assemble. Therefore the product is not described correctly as they have it advertised. They made no attempt to cancel the item from being sent. Not to mention the item came from a location about 10 minutes from where I live and needs to go back to a location in the same living area as me. I have ordered from this company before so you would think they would recognize that their website is not selling the product as described and just send someone on a **************************************************************** its box but they won't even do that to make up for their mistake. This company has tons of horrible reviews for their horrible customer service and now I completely understand why.

  
  

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

  Business Response

  Date: 06/24/2024

  Hello,
  
  To whom it may concern,
  
  I am very sorry for the inconvenience this entire situation caused.
  
  I am writing to let you know that at the time a cancellation request was sent, the order had been already being transferred to the carrier; therefore, the order could no longer be cancelled. 
  
  In addition to that, please kindly see our cancellation policy. According to our cancellation policy, an order might not be cancelled. 
  
  In this instance we attempted to cancel the order; however, we were unsuccessful in doing so. 
  
  According to our return policy, the customer is responsible for the cost of the return shipping, and there is also a restocking fee of 15% applied.
  
  Please kindly see our return policy attached.
  
  In this instance we would like to make an exception and waive the restocking fee.
  
  Once the item is returned to us we will process a full refund.
  
  Please kindly see the return instructions below:
  
  RMA ******* (BIO01)
  *********************************************************************************
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21845735
  
  I am rejecting this response because:
  You are literally just copying and posting the same reply. Even in my numerous emails to the company they just copy and paste the same reply. Not one person has actually taken the time to look into this to or format a reply that isn't copy and paste. At no point has a human being acknowledged that the website does not lit the item as described which is self assemble. Just that point right there let's us know you are advertising the product falsely and you are the one that is in error. That is even before we get to the shipping which I contacted you asking you to cancel the order multiple times before a shipping label was even created let alone shipped. Had just one actual human took interest in helping a customer this never would have been shipped. I asked for it to be cancelled if the product was self assemble before I even purchased it. There is a reason this company has numerous complaints and it is because they don't help their customers or attempt to make things right. 
  Sincerely,
  
  *********************

  Business Response

  Date: 06/25/2024

  Hello,
  
  To whom it may concern,
  
  I am very sorry for the inconvenience this entire situation caused.
  
  Please kindly see a screenshot of the product's listing attached.
  
  The description did state that the item requires assembly.
  
  Please kindly see the return instructions below:
  
  RMA ******* (BIO01)
  *************************************************************************
  
  A restocking fee of 15% will be waived. A full refund will be issued upon return of the merchandise. 
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21845735
  
  I am rejecting this response because when I purchased the product it did not say assembly required. That is why I emailed the company before I even purchased it. To find out if it was assembly required. I then ended up purchasing it because I thought well if it is assembly required they would have to put that in the description which ***** did not. In fact, after I got a response email that it was assembly required I inquired about other pieces of furniture you sell as a replacement for that product. I asked if those were assembly required because your website did not say assembly required and I was told they were assembly required to which I replied why don't you just put assembly required so the consumer knows that when they are shopping. I think it is great that you are now including that in the discription but you were not when I purchased it which I why I emailed you in the first place. What I do find amusing is that after numerous times trying to communicate with you when I would bring up the fact that you were selling this item but not letting the consumer know they have to self assemble it that your only replies were multiple copy and paste verbiage about your return and shipping policy. And now that I called that behavior out in my last reply you are finally addressing the very issue I 1st emailed you about over a month ago BEFORE I even purchased the item. I'm not paying a restocking fee because it was never my fault because I was trying to contact you because the item did not say self assemble before I even purchased the item because I was scared I would buy it and then have to assemble it. It was your fault. Again, I tried to contact you about your site not saying self assemble at 7:46 PM and finally ended up purchasing the item at 9:48 PM because I was like this item has to come already assembled because the website would have to say self assemble if they are selling it thay way and it doesn't say self assemble. Not to mention I tried to cancel the order before you even shipped the order or before a printing label was created for the order and you still wouldn't cancel the order because the only replies I got were ************ generic messages when I was actively trying to get a human to help me. I have spent hours trying to contact a human for over a month now and not get a ************ reply and this message you just sent was the 1st one that was an actual message and not a copy and paste. I'm asking the company to do what is right and ship the product back and refund my money. And why would I pay a restocking fee for your mistake? I have never filed a complaint with the BBB in all my 44 years. This is how bad your customer service is. 

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

  Business Response

  Date: 06/26/2024

  Hello,
  
  To whom it may concern,
  
  I am very sorry for the inconvenience this entire situation caused.
  
  Please kindly see a screenshot of the product's listing attached.
  
  The description did state that the item requires assembly.
  
  The listing was never changed; therefore, the information regarding the assembly of the item was always in the listing.
  
  According to our return policy, we might not be able to cancel an order regardless of when the cancellation request is sent.
  
  In this particular instance we tried to cancel the order; however, the merchandise at that time was already being transferred to the carrier since we strive to have our orders shipped out as soon as possible.
  
  Please kindly see the return instructions below:
  
  RMA ******* (BIO01)
  *******************************************************************************
  
  A restocking fee of 15% will be waived. A full refund will be issued upon return of the merchandise. 
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor
  
  

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/05/2024

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

  Customer Answer

  Date: 06/05/2024

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

  Business Response

  Date: 06/06/2024

  Hello,

  We sincerely apologize for the inconvenience caused.

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

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

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

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

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

  Customer Answer

  Date: 06/14/2024

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

• Initial Complaint

  Date:05/29/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 06/05/2024

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

  Customer Answer

  Date: 06/10/2024

   
  Complaint: 21774602
  
  I am rejecting this response because:

   

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

   

  

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

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

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

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

  Business Response

  Date: 06/14/2024

  Hello,

  To whom it may concern,

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

  I am attaching a picture which proves that. 

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

  Thank you!

  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 06/14/2024

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

• Initial Complaint

  Date:03/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 04/02/2024

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

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21507601
  
  I am rejecting this response because:
  
  

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

  Business Response

  Date: 04/03/2024

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