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:03/08/2024

  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 cocktail table that was $383. From ************. Com The table arrived damaged and I sent multiple pictures. They will not return my money!! They said I have to pay shipping charge which is over $100 for DAMAGED merchandise They sent me and I paid for. I sent them multiple pictures and emails! This company is a joke and they have stole my money

  Business Response

  Date: 03/11/2024

  Hello,
  
  To whom it may concern,
  
  I sincerely apologize for the trouble caused.
  
  We acknowledge the the merchandise received has imperfections.
  
  To resolve this issue we offer the following resolutions:
  
  To keep the item with a discount
  To receive a replacement for the damaged/defective part
  
  If a return and a refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO-01)
  ************************************************************************
  
  Please kindly let me know which resolution is acceptable.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21404279
  
  I am rejecting this response because:
  This company only offered a $50 discount from a damaged item. That is not only wet but was damaged. I summited pictures. They then said they would not give the $50. I dont want a damaged item! I paid $382 for a NEW item. This company wants me to send this back to them and me pay ALL of the shipping fees which is way over $100- $150 just to ship it. After I pay shipping fees that is not even half of my money back. A fair negotiation would be for them to at least refund half of my money and then I would keep the DAMAGE item!! This is very unfair for me to have to pay SHIPPING to send my table back.  I just want a table that has not be wet or damaged or at least them to pay shipping or at least refund half of my money for me to keep the table. This is theft! I paid for a new item. Why dont they send me a NEW item and then take this damaged one back. I really am upset with this company and them not wanting to stand behind their products. Liberty furniture should know this company is selling damaged products. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/12/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  In this instance we would like to offer you a discount of $100.
  
  If a return and a refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO-01)
  ************************************************************************
  
  Please kindly let me know which resolution is acceptable.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21404279
  
  I am rejecting this response because:
  I paid $382.17 for the table in New Condition with no defects, Your company sent me a table that was wet from the carrier, the table is not made of real wood. Obviously the table wet is damaging. The table after opening up was clearly wet with the great possibility of the wood bulking up in the future. The was many defects on top and side of the table., multiple slots with paint off and chipped. I sent a total of 15 pictures. Your company clearly stated they take knowledge of the defects. Your company did not offer to send me a replacement, as stated they would do in their policy and also have their carrier to pick the damaged table up. Instead you want me to ship the table back as of today the shipping fee would be $152.22 and then your company wants to take a ************************************************************* At this point I am extremely disappointed in your company not upholding the policy. I dont understand how your company expects me to return this table and loose money on a table I wont have.  The right thing to do was you replace it and pick up the damaged table. Why should I pay shipping. I would be willing to keep the table and close this case if your company is willing to take 50 percent off the table I paid for. Since it clearly is a damaged table. Liberty furniture needs to know that your company is selling damaged merchandise at full price. I paid $382 for the table. So is your company willing to refund half of this amount back to my credit card? Which would be half of $382? That would be fair.  This is sad. I have to spend so much time on asking your company to do the right thing! 
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/13/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  In this instance we would like to increase the amount of the discount to $150.
  
  If a return and a refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO-01)
  ************************************************************************
  
  Please kindly let me know which resolution is acceptable.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21404279
  
  I am rejecting this response because:
  I received a DAMAGED table and was told it would be in new condition per policy or a new table would be sent and the damaged table picked up at no charge to me. Your company does not want to honor the EXCHANGE. Your company fully acknowledges that the table was WET by the carrier and the damages they acknowledged. As stated in the prior post .. I am willing to keep the damaged table for a total refund to my credit card for HALF of the table which is $191. Not $150 the table is $382 thats only a $41 difference for me to close this case . This is unbelievable for me to have to ask your company to do the right thing.. I work hard for my money and this is theft. Do I need to contact my credit card company or liberty furniture to let them know your company is selling DAMAGED merchandise at FULL price??? Or again I will negotiate and accept the $191 not $150 for table. Your company never offered to exchange the table for a new one. So let me know if you will credit my credit card for the $191 and again case will be closed. I am upset about the DAMAGED table but I am willing to accept for a discounted price. I have NEVER in my life had to ask a company to do the right thing. Let me know 
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/20/2024

  Hello,
  
  I am writing to let you know that we have decided to increase the amount of the discount to $190.
  
  Please kindly let me know if this is acceptable so we could process the discount right away.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/26/2024

   
  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.  
  When will I see the discount on my credit card of $190? It is still wrong that your company sold damaged merchandise to me but since your company is not willing to exchange it. I guess $190 is better than nothing. I will not do business with this company again. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/08/2024

  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.

  Company sold me used furniture as new was repackaged had many defects and scratches

  Business Response

  Date: 03/13/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  We acknowledge that the item came with imperfections.
  
  To resolve this issue we would like to offer you the following resolutions:
  
  A discount of $170 to keep the item the way it is
  To return the item for a full refund.
  
  If a full refund is requested, the following return instructions may be used:
  
  RMA 2919249
  ****************************************************

  Please kindly let ** know which resolution is acceptable. 

  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  

  
  

  Customer Answer

  Date: 03/13/2024

  the table weight is 77 ib to ship back item will cost $100 they need to provide a label because it looks as if was open box or used item and repackaged too look new
  Complaint: 21403595
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

   

   

  Business Response

  Date: 03/14/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  I would like to kindly inform you that according to our return policy if an offer to receive a replacement is rejected, the customer is responsible for the cost of the return shipping. 
  
  Please kindly see our return policy attached.
  
  We can also offer a discount of $170 to keep the item the way it is.
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/14/2024

  The return policy does not apply to something that was materially misstated the item was used and or open box and was sold to me new this company has had many complaints in the past of the same issue

   

   
  Complaint: 21403595
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/18/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  I would like to kindly inform you that according to our return policy if an offer to receive a replacement is rejected, the customer is responsible for the cost of the return shipping. 
  
  The return policy applies to all products; regardless of the condition they are received in. 
  
  We can also offer a discount of $170 to keep the item the way it is.
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 03/18/2024

  The company is knows it selling used and or open box furniture there are hundreds of other customers that reported the same issue I am not paying for shipping back for a company that is trying to scam me.

  
  Complaint: 21403595
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/18/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused. 
  
  I would like to kindly inform you that according to our return policy if an offer to receive a replacement is rejected, the customer is responsible for the cost of the return shipping. 
  
  The return policy applies to all products; regardless of the condition they are received in. 
  
  We can also offer a discount of $170 to keep the item the way it is.
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA ******* (BIO01)
  *****************************************,
  *****, ** 68144
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

• Initial Complaint

  Date:01/20/2024

  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.

  Hello,I've ordered a caf table. the furniture delivered too late but that's not the problem.The furniture arrived damaged, it was all wet inside and smells a bad odor.I've emailed them, they requested the pictures and i send all pictures to them and i requested a return.They offer me a replacement but i don't want to deal with them anymore and i can't want another month for the furniture.They agreed and told me to pay for the delivery and this is not right as the furniture arrived damaged.I've called them and they told me file a complain with the carrier and this is not my problem.I've insisted on the phone call they need to send me a label for the return but they don't want to deal with delivery cost and this is horrible.Asked to talk with the manager and they told me manager is on the vacation ( no other managers, no supervisors, no leads, only 1 single manager on vacation) and they don't know when he/she is returning back.I'm just asking a simple thing, a return and a full refund of my money back!Thank you guys for the support!

  Business Response

  Date: 01/22/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused.
  
  We have been informed that the merchandise arrived damaged.
  
  To resolve the issue the following resolutions were offered:
  
  Replacement parts
  A full unit replacement
  
  Our return policy states (please kindly see a picture attached) that if replacement options as a resolution are refused, the customer may return the merchandise for a full refund.
  
  Please kindly use the following return instructions
  
  RMA 21020805
  311 ************************,
  **************, ** 31407
  
  The refund will be processed once the merchandise is returned to **.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21173606
  
  I am rejecting this response because:
  

  A full refund means that return include shipping cost.

  I do not accept the resolution in this case as i want to return a damaged item including delivery cost as product arrived damaged.

  I can't wait months to finalize the purchase and to satisfy the seller side in this case.

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

  Business Response

  Date: 01/25/2024

  Hello,
  
  To whom it may concern,
  
  I truly apologize for the trouble caused.
  
  I would like to kindly inform you that according to our return policy if replacement options as a resolution are refused, the customer is responsible for the cost of the return shipping
  
  Please kindly use the following return instructions
  
  RMA 21020805
  *****************************************************
  **************, ** 31407
  
  The full refund will be processed once the merchandise is returned to **.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

• Initial Complaint

  Date:01/07/2024

  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 a queen size banana leaf headboard. It arrived sticky from varnish and chemicals. Included in box was a prop 95 notice about chemicals used causing cancer. As soon as I opened it the smell was so bad I had to leave in garage. The next morning I returned it to Bisonoffice through **** My charge was $298.00. I am still, almost one year out, trying to get my refund for shipping . The product was $307.00.

  Business Response

  Date: 01/09/2024

  Hello,
  
  To whom it may concern,
  
  We truly apologize for the trouble caused.
  
  I am writing to let you know that the product was successfully returned to us under the following tracking number:
  
  1Z7R8A790350669984 (UPS)
  
  The full refund was also processed successfully.
  
  Please kindly see a picture which proves that attached.
  
  Please kindly note that the desired settlement has been reached by processing a full refund.
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21107561
  
  I am rejecting this response because:
  Although BisonOffice refunded me for the headboard, they have NOT refunded my amount to return shipment to this horrible cancer causing sticky mess they sent me.  I have grand babies that sleep in my bed, even if they are not concerned for me how can you expect tiny children to be subjected to this horrible product!!!!  They need to do the fair and right thing!!!  I have sent this message for almost a year and send back a canned responsethank you BBB for helping me settle this!!! Receipt of shipping enclosed
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/11/2024

  Hello,
  
  To whom it may concern,
  
  We truly apologize for the trouble caused.
  
  I am writing to let you know that the product was successfully returned to us under the following tracking number:
  
  1Z7R8A790350669984 (UPS)
  
  The full refund was also processed successfully.
  
  Please kindly note that we are unable to issue refunds beyond the full amount on Amazon.
  
  Best Regards,
  ********
  BisonOffice Customer Support Supervisor

• Initial Complaint

  Date:12/21/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did not receive a delivery but the supplier says the product was delivered.

  Business Response

  Date: 12/26/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I am writing to let you know that the merchandise was successfully delivered to your location on 12/8/2023 under the following tracking number:
  
  528961878366 (FedEx)
  
  Please kindly see the proof of the delivery attached.
  
  Please kindly check with your neighbors and family members if someone accepted the package on your behalf as it does show as delivered.
  
  Thank you!
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a dining room set from Amazon and they are a safety hazard and should be recalled ,(chairs). These are swivel chairs with rollers and the company says they are rated at 250 lbs or more. I weigh 240 and within 3 months the weld that secures the chair to the rollers tore completely off at the weld, I fell straight back on my head. I contacted Amazon and they contacted the company who wants me to pay for the shipping return 400 dollars per chair. I contacted Amazon and was told that it was a third party transaction but I was told that they would put in a claim on their a-z refund guarantee. I contacted them twice and was blown off both times with no contact whatsoever. The rest of the chairs are doing the same.I would like a refund or Amazon substitute these chairs for a better quality.thanks

  Business Response

  Date: 12/21/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I would like to kindly inform you that according to our return policy our customers have 30 days to report all types of issues.
  
  Please kindly see the return policy attached (return policy).
  
  In this particular instance, the order was delivered on 7/14/2023 and 7/15/2023, and the issue was reported on 10/18/2023. The problem was reported outside of our 30 day return window.
  
  In this situation we would like to make an exception and accept a return of the merchandise for a full refund.
  
  Please kindly use the following return instructions:
  
  RMA 2756237
  ****************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 12/24/2023

   
  Complaint: 21020794
  
  I am rejecting this response because: It will cost 400 dollars per chair to ship these back. As far as the 30 day window for returns, Anyone in their right mind would not expect a product as this to completely break within 30 days unless you sit in them 24/7 . These chairs are a safety issue and can result in serious bodily harm .  I feel that that Amazon and BisonOffice should take responsibility for the flaw in their product and make amends. Thanks
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 12/29/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I would like to kindly inform you that according to our return policy our customers have 30 days to report all types of issues.
  
  In this particular instance, the order was delivered on 7/14/2023 and 7/15/2023, and the issue was reported on 10/18/2023. The problem was reported outside of our 30 day return window.
  
  In this situation we would like to make an exception and accept a return of the merchandise for a full refund.
  
  Please kindly use the following return instructions:
  
  RMA 2756237
  ****************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 01/02/2024

   
  Complaint: 21020794
  
  I am rejecting this response because:If they pay for the shipping then I accept,please let me know thanks
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 01/05/2024

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I would like to kindly inform you that according to our return policy our customers have 30 days to report all types of issues.
  
  In this particular instance, the order was delivered on 7/14/2023 and 7/15/2023, and the issue was reported on 10/18/2023. The problem was reported outside of our 30 day return window.
  
  In this situation we would like to make an exception and accept a return of the merchandise for a full refund.
  
  Please kindly use the following return instructions:
  
  RMA 2756237
  3201 **********.
  *****, ** 68144
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 01/08/2024

   
  Complaint: 21020794
  
  I am rejecting this response because: I need them to pay the shipping for return , I am not paying **** dollars to return something that cost 800 dollars please ask the company to arrange shipping or refund the money without return, thank you
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 25, 2023, I placed an order for a **** Business Furniture Series C 72W 4 Door Hutch in ************************* through Amazon.com (Order #***-9265191-2652234 / Order Total: $522.83) that delivered to my home address (*********************************************************************************). Being physically handicapped and unable to assemble the item myself, it was on 12/I02023 when I could have someone come and do this for me. When the box was opened, it did not contain the assembly instructions or the hardware.On 12/10/2023, I contacted the 3rd party company who fulfilled the order (BisonOffice.com / ***********************************************************************), via Amazon.coms Message requesting the supply the Parts and Assembly Manual. After many back and forth messages ( Reference: ******************************************************************************************************************), with **** Customer Support ********************************, who repeatedly requested information that I provided.He made every excuse not to refund my purchase. Finally, I received a message that they would provide a Return via ***** voucher bit According to our return policy change of heart returners are responsible for the return shipping; therefore, the label will cost you $43.99; this amount will be deducted from your refund. This is not the case. The item did not contain the Parts and Assembly Manual and I my patience has run out with Customer Support Specialist ************************ do not feel I should have to pay for the return shipping and expect a full refund. I have ordered the Customer Support Specialist ********************** directly, therefore sending the Parts and Assembly Manual, is no longer an option.

  Business Response

  Date: 12/19/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  We have been informed that the merchandise received has missing hardware and assembly instructions.
  
  Please be kindly advised that we will be more than happy to resolve this issue by sending the missing parts.
  
  According to our return policy, if an offer to receive a replacement is rejected, the customer is responsible for the cost of the return shipping.
  
  We have provided with a return label to return the item under the following tracking number:
  
  787550913243 (FedEx)
  
  The refund will be processed once the item reaches our facility.
  
  Please also kindly note that the only order that we have is 111-9265191-2652234. The other order might have been placed with another seller. 
  Please kindly reach out to Amazon directly regarding order #***-7942601-5667436 for further assistance.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21006451
  
  I am rejecting this response because: I don't feel I should have to pay for shipping,  The item was missing parts and I communicated this to Bisonoffice many times and he responded thatchy would send them, then changed their mind.

  Will absorb the cost but believe this is poor business.

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

  Business Response

  Date: 12/21/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble caused.
  
  I would like to kindly inform you that the replacement parts order was cancelled because a refund was requested.
  
  Please kindly note that we would still be able to offer you replacement parts.
  
  Alternatively, you may return return the merchandise for a refund using the return label provided.
  I am attaching the return label to this email. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

• Initial Complaint

  Date:12/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/19/2023

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

• Initial Complaint

  Date:12/04/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 12/06/2023

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

  Customer Answer

  Date: 12/08/2023

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

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

  Thank you for your time. 

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

  Business Response

  Date: 12/13/2023

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

  Customer Answer

  Date: 12/14/2023

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

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

• Initial Complaint

  Date:11/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 11/30/2023

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

  Customer Answer

  Date: 11/30/2023

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

  Business Response

  Date: 12/05/2023

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

  Customer Answer

  Date: 12/05/2023

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

  Business Response

  Date: 12/06/2023

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