Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/21/2023

  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 ordered three bar stools from the company on 11/18/2023 for a total cost of $175.25. There were nine chairs listed as in stock when I ordered them.I received an email on 11/21/2023 saying that they were cancelling my order because they had no chairs in stock. When I looked on the website, they had increased the cost per chair almost $100 each and reportedly have seven in stock.They have the chairs. They raised their price after I purchased them and do not want to honor the original price.

  Business Response

  Date: 11/24/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  I am writing to let you know the these particular chairs are currently out of stock, and the restocking date is unknown.
  
  Please kindly note that in this particular situation the stock in our system was not updated immediately.
  
  We are already working on having this issue resolved as soon as possible.
  
  Please be kindly advised that we will be unable to send out a replacement as the chairs are currently out of stock.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20900314
  
  I am rejecting this response because: I believe that I should be able to purchase these chairs for the originally-advertised price when they are again available.
  
  Sincerely,
  
  Ren Shore

  Business Response

  Date: 11/29/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  We would be more than happy to process a reorder; however, the item is currently out of stock, and the restocking date is unknown.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

• Initial Complaint

  Date:11/14/2023

  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.

  My company bought 3 standard bookcases, 2 L shaped desks, and 3 L shaped executive desks on October 18, 2023 for a total amount of *******. After opening one box which had damage we saw that quality of the furniture was very poor. I contacted Amazon who told me to contact the third party. ***** stated they would take our product back. However, the cost to return the product is greater than the product that we purchased. I just don't know what to do next.

  Business Response

  Date: 11/16/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  We were informed that out of 9 items ordered one of the items had missing parts.
  
  If other units have issues as well we will be more than happy to send replacement parts to resolve this issue.
  
  Please kindly identify which parts need to be replaced, and we will be more than happy to send a replacement.
  
  Our return policy on Amazon states that if an offer to replace parts is rejected, the item can be returned under our standard return policy (please kindly see the our return policy attached).
  
  Please kindly return the items using the following return instructions below:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Once the items are returned the full refund will be processed immediately.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/27/2023

   
  Complaint: 20870314
  
  I am rejecting this response because:Morning,
  I would like to reject the offer from Bison.  Anything less than a refund will be unacceptable.  I would be willing to drive these products to ***** myself, but they will not accept that.

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

  Business Response

  Date: 11/29/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  We will be more than happy to issue a full refund once the shipment is returned to **.
  
  Please kindly use the following return instructions:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Please kindly note that items have to be returned through shipping.
  
  The refund will be processed once the items are returned, and the return tracking number shows "delivered".
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20870314
  
  I am rejecting this response because:  The cost of shipping these items back is a little over $6,000, the items that need to be returned cost a little of $4,000.  What I am requesting are prepaid return labels.  I would also be willing to drive them to ***** and return them.
  
  Sincerely,
  
  ***********************

  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 according to our return policy our first resolution is replacement parts. 
  
  If an offer to receive replacement parts is rejected, the customer is responsible for the cost of the return shipping.
  
  Please kindly let us know which parts need to be replaced, and we will be more than happy to process a replacement.
  
  Alternatively, the merchandise can be returned using the following return instructions:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 12/07/2023

   
  Complaint: 20870314
  
  I am rejecting this response because: the products are the cheapest quality.  As I stated before I am willing to drive them to ***** and deliver them for a full refund.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/11/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  Please kindly use the following return instructions to return the merchandise for a full refund:
  
  RMA ******* (BIO01)
  ********************************************************************
  
  Please kindly note that a merchandise can only be returned through shipping.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20870314
  
  I am rejecting this response because: it does not contain a prepaid return label for my return.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/13/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the trouble this situation has caused you. 
  
  Please kindly use the following return instructions to return the merchandise for a full refund:
  
  RMA ******* (BIO01)
  *****************************************,
  *****, ** 68144
  
  Please kindly note that a merchandise can only be returned through shipping.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20870314
  
  I am rejecting this response because:  I want a prepaid return label or permission to drive them to your facility.  The quality of this product is not of our office standards.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/13/2023

  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 am writing because I placed an order from BisonOffice from Walmart.com on October 26, 2023 for the ************ Seating Set 3 piece White with Sunbrella Taupe Cushion for $355.87 and a tax/delivery included price of $380.78. Order #***************. This order was canceled on October 27, saying the item is out of stock. The item was and still is in stock on Bisonoffice.com, Product ID: ********** a result of the cancellation, I purchased a different color of the same item on October 28, 2023 at 9:****. I ordered the ************ Seating Set 3 piece Taupe with Sunbrella Charcoal Cushion for $320.02 and a tax/delivery included price of $342.42. Order #*******-06506758. I received an email that the item was shipped and delivered with ***** tracking #************. ***** signed for the package. I then received an email that the package was reported missing. What is interesting about this tracking number is that it was shipped on October 26, 2023 at 1:22pm, 2 days before I placed the order. The package delivered was 60 pounds and had dimensions of 33x33x21 in. The items I ordered should weigh 107 pounds. I received an email on October 31, after this erroneous package was delivered, saying " that your order was unfortunately lost in transit. We are out of stock for the item and unable to ship a replacement; therefore, we have processed a full refund for your order." Ironically, the item was and still is in stock on Bisonoffice.com, Product ID: *******. As a result of this 2nd bizarre email from BisonOffice customer service, which at this point in time is looking like the seller is not behaving ethically, I placed the order a 3rd time from Walmart.com on November 6, 2023 at 5:22pm. This time I ordered 2 sets of ************ Seating Set 3 piece Taupe with Sunbrella Taupe Cushion for $381.08 each and a total tax/delivery included price of $815.51 for the 2 sets. Order #*******-80583955. I will attach the full letter I sent the fraudulent company.

  Business Response

  Date: 11/15/2023

  Hello,
  
  To whom it may concern,
  
  I sincerely apologize for the trouble this situation has caused you. 
  
  I would like to kindy let you know that two of your orders (Order #*************** and *************** were lost in transit). The orders were delivered to an incorrect address. 
  
  We have already reported this issue to our logistics department to make sure that the same issue never happen again.
  
  The third order ( Order #***************) was cancelled because the item was out of stock. 
  
  The item is currently out of stock, and the next restocking date is unknown.
  
  I truly apologize for the inconvenience.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20854829
  
  I am rejecting this response because:

  -I do not think the business read the original attachment letter I wrote detailing that their bogus shipping/tracking had zero relevance to the products I ordered. Each "lost" order was actually shipped prior to the dates/times that I placed the order; each "lost" order was for different items than what I ordered; each "lost" order was delivered to the correct client, the company NEVER sent my items. This is a fake tracking scam.

  -Also, each item that I ordered that ************ has said is "out of stock" is showing "in stock" on their website. This company does not stand by their advertised price. They refuse to fulfill orders that were placed legitimately thru Walmart.com and ************ pricing.

  The **************** agents at ************ are deceitful and the public should be alerted about ************'s marketplace fraud that has been committed thru the Walmart.com e-commerce platform.

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

  Business Response

  Date: 11/16/2023

  Hello,
  
  To whom it may concern,
  
  I would like to kindly inform you that the stock does not get updated in real time; therefore, the information about the stock may be shown differently on various of our platforms. 
  
  Please kindly note that the the item itself is currently out of stock, and we are unable to send a replacement. 
  
  I truly apologize for the inconvenience.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/19/2023

   
  Complaint: 20854829
  
  I am rejecting this response because: Please note that inventory is still showing availability on the primary website- see attachment. There has always been availability. The public should know that ************ for whatever reason does not want to ship products ordered from *******.com, nor do they wish to satisfy customers by fulfilling their orders correctly. Now that I know the lack of ethics from this company, there is no way I would ever put my credit card details on their website and do business directly with this company. I am happy to have the ******* guarantee so that I can #1 get my money back, and #2 ensure this company cannot advertise thru *******.com
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/24/2023

  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 a file cabinet on walmart.com. The file cabinet was damaged when it arrived. It had a big dent on the side and the box was damaged on the side. I returned the item to ******* in store. They accented the return at the time. I showed the woman at ******* the damage.After I returned the item, I received an email from the seller stating they won't give a refund because it had been 30 days. Yet, when I purchased the item it was advertised on the item page I had 90 days to return. Also, on the order page it says I have until Nov 29th to return. No where did it say I had 30 days. This is false advertising and if it had advertised 30 days I would have gotten someone to take it in within that time frame (too heavy for me to lift).

  Business Response

  Date: 11/06/2023

  Hello,
  
  To whom it may concern,
  
  I sincerely apologize for the trouble the damaged merchandise caused you.
  
  We acknowledge that the merchandise arrived in a damaged condition.
  
  To resolve this issue we processed a full refund.
  
  Please kindly see the invoice, which reflects the refund. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/08/2023

   
  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,
  
  Summer ********

• Initial Complaint

  Date:10/24/2023

  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.

  On Sept 26, I ordered a mint blue TV stand from ************* They sent me a muddy grey/blue TV stand that clearly is a different color than their website listing. When I tried to return it, they acknowledged that it is different from their listing online because of lighting and monitor adjustments" that they make to the photos but would not allow me to return it without paying both shipping and a 15% restocking fee. The shipping alone would be over $200 given that it's a heavy furniture item, so this is a sneaky way of not allowing customers to return a product that is not as listed. To knowingly post a misleading ad (an item that is clearly a different color), acknowledge that and then refuse to process a return without charging hundreds of dollars is fraud.

  Business Response

  Date: 11/02/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was successfully delivered on 9/30/2023 and10/1/2023 under the following tracking numbers:
  
  784307731530 (FedEx)
  784307733039 (FedEx)
  
  Please kindly see the proof of the delivery attached.
  
  The merchandise arrived damaged and of incorrect color. 
  
  To resolve these issues a full refund was issued.
  
  Please kindly see the invoice, which proves that, attached (refund).
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

• Initial Complaint

  Date:10/23/2023

  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 Aug 11, ************************************************* White, 86W on Amazon for $1571.76 and the total price with taxes came to $1697.50. The next day I called for a price match as Amazon had the exact same item for hundreds of dollars less and was told it was sold by a 3rd party ********** should contact them. I did and was told they dont price match. The item hadnt shipped & I told them to just cancel the item. After weeks back and forth by with them and Amazon with no product but a $1697.50 charge on my card, I contacted my bank. The full amount was temporarily returned. On Oct 6, the amount of $537.66 was charged back to my card from *********** as a return and restocking fee!! $537.66 RETURN AND RESTOCKING FEE!Im out $537.66 for a product I never received! That is an OUTRAGEOUS amount!I want a FULL refund since I never received the product.

  Business Response

  Date: 10/24/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was successfully shipped out on 8/21/2023 under the following tracking number:
  
  225492780 (ArcBest)
  
  Please kindly note that according to our return policy we do not accept cancellations; however, in this instance we did try our best to cancel the order. The cancellation was unsuccessfull because at the time the cancellation was requested, the order was already being transferred to the carrier.
  
  The shipment was then refused, and according to our return policy if a shipment is refused, the customer is responsible for the cost of the return shipping. Please kindly see our return policy attached. 
  
  Please kindly note that the cost of the return shipping was deducted from the refund amount. 
  
  We truly understand how frustrating this might be, and we sincerely apologize for the trouble this situation has caused. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20770159
  
  I am rejecting this response because:
  I did NOT refuse shipping as I called the next day to cancel the order. Amazon nor ***** displayed a cancellation policy nor did they provide info that there would be a $537 return fee! Nothing was returned. 
  

  This amount is highly questionable and I am still requesting a resolution to this matter! 

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

  Business Response

  Date: 11/02/2023

  Hello,
  
  To whom it may concern,
  
  I would like to kindly inform you that our company's return policy can be located on our seller page on Amazon.
  
  I am attaching our return policy to this email. 
  
  Please kindly note that a cancellation of the order after the shipment is shipped out is considered to be a refusal.
  
  I would like to kindly let you know that the amount deducted from the refund was the cost of the return shipping only. 
  
  I truly understand the trouble that this situation has caused you. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 11/05/2023

   
  Complaint: 20770159
  
  I am rejecting this response because: this return policy does not reflect $500 return fee. My complaint is that this amount is EXCESSIVE!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/09/2023

  Hello,
  
  To whom it may concern,
  
  Please kindly note that a cancellation of the order after the shipment is shipped out is considered to be a refusal, and according to our return policy, the customer is responsible for the cost of the return shipping. 
  
  I would like to kindly let you know that the amount deducted from the refund was the cost of the return shipping only. 
  
  $537.66 was the amount paid for the return shipping.
  
  I truly understand the trouble that this situation has caused you. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/12/2023

   
  Complaint: 20770159
  
  I am rejecting this response because:
  The amount is still excessive! I will make sure I voice my opinion about the company in all channels & will warn other customers about their excessive & unreasonable policy. Just because they keep responding doesnt mean its resolved. 
  

  Terrible resolution & I hope no other customers shop from this company. So thank you ***** for continued frustrating responses. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/15/2023

  Hello,
  
  To whom it may concern,
  
  I am very sorry for all the inconvenience that this situation has caused. 
  
  Please kindly note that a cancellation of the order after the shipment is shipped out is considered to be a refusal, and according to our return policy, the customer is responsible for the cost of the return shipping. 
  
  I would like to kindly let you know that the amount deducted from the refund was the cost of the return shipping only. 
  
  $537.66 was the amount paid for the return shipping.
  
  I truly understand the trouble that this situation has caused you. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

• Initial Complaint

  Date:10/22/2023

  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 placed an online order for a ****** bed through Amazon. ************ is a third-party seller. There were four boxes, and the main box was severely damaged. The items inside were defective and damagedno assembly instruction manual. There was a car canopy manual inside the box. I took pictures and sent them to the seller. I asked for a full refund, which the seller refused. I contacted many times, and an agent called the company to place a 3-way call. The seller instructed me to get rid of the boxes or donate them and that a new shipment would be sent. I received one old replacement box, for which the seller apologized, indicating that the package was sent in error. I was told to check the replacement box to see if the items inside were good so that the new replacement would be unnecessary. I told the seller I no longer wished to do business with them and wanted a full refund. My request is being ignored. I have also contacted Amazon again to update them on the situation but have not heard back from them.I want a full refund of $1620.11.

  Business Response

  Date: 10/25/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was successfully delivered on 9/18/2023 under the following tracking numbers:
  
  702882357229 (FedEx)
  702882357251 (FedEx)
  702882357230 (FedEx)
  702882357240 (FedEx)
  
  Please kindly see the proof of the delivery attached.
  
  One of the boxes came in a damaged condition.
  
  To resolve this issue we sent a replacement for the damaged box under the following tracking number;
  
  702882398273 (FedEx)
  
  The replacement was successfully delivered on 10/9/2023.
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA 2795177
  ****************************************************
  
  The full refund will be issued once the item is returned to **. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 10/26/2023

   
  Complaint: 20767337
  
  I am rejecting this response because: 1. Regarding the initial delivery and complaint. After I contacted Amazon, *******, an Amazon associate conducted a three way call. The agreement made over the phone was that I could get rid of the boxes or donate them and a new shipment would be sent. It never happened and according to the company (which is on one of the emails I have attached), an error was made. The error was that a replacement box was sent and not a new unit as was discussed previously. I was asked to check the box anyway to see if it could replace the other shipment. The replacement box is not a new box and was "relabeled." This box was glued back together and items appear to be missing when my husband compared it to the initial damaged box and damaged itmes. Why do we have to continue to be inconvenienced by this seller??? They want me to return a damaged and defective box with missing items and pay for it??? How is that fair or is it because we would have to cover the shipping costs for a refund???? That would not be a FULL refund???? How is that fair or just??? I want a full refund. I am *********** a full refund not a partial. 
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 11/02/2023

  Hello,
  
  To whom it may concern,
  
  I sincerely apologize for the trouble that this situation has caused.
  
  We have been informed that one of the boxes was returned to us.
  
  I would like to kindly inform you that in order to process a full refund, the entire order needs to be returned to **.
  
  If a full refund is requested, please kindly use the following return instructions:
  
  RMA 2795177
  ****************************************************
  
  In this particular situation we can offer the following solutions:
  
  A refund for the box that was returned.
  A full unit replacement.
  
  Please kindly let us know which option is more suitable.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20767337

  
  E OW <[e-mail address removed]>Thu, Oct 26, 10:13?PM (5 days ago)to cs-reply Sep 28, 2023 3:21 PM Hello, Thank you for your call to us! As we have talked on the phone a full unit replacement will be processed. Once updates are available we will get back to you! Best Regards,DariaCustomer Support SpecialistBisonOffice

  
  I am rejecting this response because: Above is the email by associate ***** who during a three-way call with an Amazon associate, told me to donate or get rid of the shipment and a full replacement would be issued. That is what I did however, a full unit replacement was never issued. I received another defective replacement box. A full unit replacement would not have been necessary if the company had asked me to keep the entire unit. That does not make sense and that was not what they asked me to do. I returned the replacement box which the company refused to cover shipping costs. I paid $300 for shipping, and $1600 for a ****** bed which I do not have. That is almost a $2000 loss. How is this fair? I wanted to include images of that replacement box but was unable becuase of the file size limit but would be happy to provide to the BBB which I have already sent to the seller.
  
  Sincerely,
  
  ******************************************

  Business Response

  Date: 11/09/2023

  Hello,
  
  To whom it may concern,
  
  I sincerely apologize for the trouble that this situation has caused.
  
  We would like to honor our original offer to send a full unit replacement. 
  
  Please kindly let us know if that is acceptable.
  
  I would like to kindly inform you that in order to process a full refund, the entire order needs to be returned to us.
  
  If a full refund is requested, please kindly use the following return instruction to return the remaining boxes:
  
  RMA 2795177
  ****************************************************
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/13/2023

  Complaint: 20767337
  
  I am rejecting this response because: Hello, I have attached my response to this email. Thank you for your assistance in this matter.
  
  Sincerely,
  
  *****************************************; 

  Business Response

  Date: 11/15/2023

  Hello,
  
  To whom it may concern,
  
  I sincerely apologize for the trouble that this situation has caused.
  
  Please kindly note that we are able to offer one of the following solutions:
  
  A full unit replacement
  A full refund
  
  If a full refund is selected, please kindly use the following return instruction to return the remaining boxes:
  
  RMA 2795177
  ****************************************************
  
  Once the remaining boxes reach our warehouse the full refund will be processed immediately.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

• Initial Complaint

  Date:10/08/2023

  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 flat-pack armoire via Amazon. After assembling it, I noticed that every claimed dimension was off by 1 inch. This was most problematic with the depth, since regular hangers/shirts couldn't hang properly without blocking the door from closing. When I contact the vendor via Amazon, they asked for picture-verification of measurements, which I provided. They then said they sent the pictures to the warehouse to verify. After several weeks without hearing any reply, I reached out again, and they said that at that point the return window had closed and they couldn't do anything. The weeks of stalling while "waiting for the warehouse" took away my chance for any mandatory Amazon resolution.

  Business Response

  Date: 10/24/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was successfully delivered to the customer on 2/25/2023 under the following tracking number:
  
  394965069990 (FedEx)
  
  The merchandise was delivered on 2/25/2023 while the issue was reported on 3/30/2023.
  
  Our return policy states that all issues have to be reported within 30 days after the delivery. Please kindly see our return policy attached.
  
  In this particular instance the issue was reported outside of the 30 day return window.
  
  I would like to kindly inform you that we are willing to make an exception and accept the return of the merchandise for a full refund.
  
  Please kindly use the following return instructions:
  
  RMA 2652059
  ****************************************************
  
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 10/24/2023

   
  Complaint: 20711764
  
  I am postponing accepting/rejecting this response because:

  I need more details about what this "acceptance of a return" entails.

  I had to assemble the armoire before I discovered that the advertised dimensions were incorrect. That means I still have an assembled armoire. And the shipping/packing materials are long gone.

  Are you proposing I ship back an assembled armoire? And since your incorrect listing caused the problem, are you proposing paying for both the packaging AND the shipping?

  Or are you proposing I spend my time to disassemble the armoire, having already wasted hours to assemble a product that wasn't as described by the seller, and then ship it back? And would you be paying for the shipping?

   Or are you proposing I'm out both assembly AND disassembly time, AND out of pocket for shipping costs?

  Please provide more specifics on how to handle this offer, so that this can be resolved. 

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

  Business Response

  Date: 11/02/2023

  Hello,
  
  To whom it may concern,
  
  I apologize for the confusion that this situation has caused.
  
  Please kindly disassemble the item and return it in the packaging of your choice.
  
  I would like to kindly remind you that according to our return policy all issues have to be reported within 30 days after the item is delivered.
  
  In this particular situation, the issue was reported outside of the 30 day return window.
  
  However, we will be more than happy to make an exception and accept the return of the merchandise.
  
  I am providing you with the return instructions:
  
  RMA 2652059
  ****************************************************
  
  The full refund will be issued once the merchandise is returned.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor
  
  

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20711764

  I am rejecting this response because:
  

  It is ludicrous to expect that I would spend the time and effort to disassemble your fraudulently advertised item and then pay out of pocket to ship it back. By the time I did this, I would have wasted more time and money than the refund is worth.

  Your listing was a lie. The dimensions you reported were incorrect. The fact that I didn't assemble and then measure the item within 30 days and then report back is irrelevant. This is not a situation where I bought something and then didn't like it once I got it. Your listing lied, I purchased it based on those lies, and when I realized the discrepancy I brought it to your attention. You having a 30 day "no fault" policy on returns is irrelevant, as there is no ******************************************************* a lie.

  Your company has not once disputed that the dimensions in the Amazon listing were fraudulent. In fact, despite multiple attempts to get your customer service to respond to that point in y original attempt to solve this issue, no one would address it. 

  If this was solely a case of me not liking the product once I saw it in person, I wouldn't even bother with this at all. But the the repeated attempts to confuse the issue of your marketing/sales malfeasance by referring to your 30 day no-fault return policy and by refusing to address the fact that the measurements are incorrect is inexcusable. I will not put any effort or money into a return. You can refund the purchase price, and I don't care if the armoire stays here or is gone.

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

  Business Response

  Date: 11/09/2023

  Hello,
  
  To whom it may concern,
  
  I apologize for the confusion that this situation has caused.
  
  I would like to kindly remind you that according to our return policy all issues have to be reported within 30 days after the item is delivered.
  
  The return window of 30 days is applied to all types of issues (damages, defects, incorrect items and etc.)
  
  In this particular situation, the issue was reported outside of the 30 day return window.
  
  However, we will be more than happy to make an exception and accept the return of the merchandise.
  
  I am providing you with the return instructions:
  
  RMA 2652059
  ****************************************************
  
  The full refund will be issued once the merchandise is returned.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20711764
  
  I am rejecting this response because:

  It is the same unacceptable response as last time. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/02/2023

  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 purchased a wood bed frame on the merchant's website in mid-August with clear pictures of how it should look and function: *************************************************************************************************************************************************************************************************************************************************************************************************** Once assembled, the item is flimsy, non-functional, and inconsistent in the way it looks.Please review my attached correspondence with the merchant from beginning to end. The initial product I received was slightly damaged, and most of all, defective. The size, grain, color of the pieces are incongruous, causing the drawers to be non-functional and the overall aesthetic of the bed frame is inconsistent with the advertisement. I agreed to replacement parts, which they did not have all available, so they refunded $100 and sent me a few parts. The parts I received do nothing to resolve my initial issues with the product.Subsequently, they offered another parts replacement, but at this point, it's clear the problem is due to low-quality manufacturing. I have three of the exact same, incorrect pieces. I do not have the space or resources to deal with a third, incorrect shipment.I feel I have reasonably complied with all avenues the merchant has suggested to avoid a return/refund. They have failed to resolve my issue, and per the refund policy on their website, should cover the return. The merchant expects me to pay more in return shipping than my requested full refund amount. In addition, the original packaging is tattered and it's not reasonable to expect the many large, heavy parts/pieces to arrive intact at their facility in such worn packaging. This merchant has caused me great inconvenience with their misrepresented, defective merchandise, and failure to resolve issues. I am requesting a full refund.

  Business Response

  Date: 10/13/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was sucessfully delivered to the customer on 8/23/2023 under the following tracking numbers:
  
  606298960320 (FedEx)
  606298960341 (FedEx)
  606298960330 (FedEx)
  
  Please kindly see the proof of the delivery attached.
  
  The merchandise arrived with imperfections.
  To resolve this issue a replacement was sent out and delivered on 9/26/2023 under the following tracking number:
  
  606299089982 (FedEx)
  
  After a replacement was delivered, a refund was requested.
  
  Our return policy states that if a full refund is requested, the item has to be returned in the original packaging.
  
  We were informed that the original packaging is no longer available; however, we made an exception and accepted the return of the merchandise.
  
  Please kindly return the item to the following address:
  
  RMA 2782285/2782285
  ****************************************
  
  The refund will be processed once the item reaches our return facility.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20687248
  
  I am rejecting this response because: The retailer failed to address the damaged and defective parts with the replacement parts. If they had sent me the correct replacement parts, I would not need to initiate a return. Expecting a return in damaged packing and/or at a shipping cost higher than the cost of the item itself is not reasonable. And as a small woman, I do not have the capacity or transportation to carry a 150 lbs+ package to the post office. Even if I did manage it, the retailer does not guarantee a return upon receipt if the item is damaged during shipment. The retailer is at complete fault for misrepresenting the item. What I received did not match its pictures or description, which they have acknowledged. Their return policy does not address a return in the event of a misrepresentation. I have opened a dispute through my credit card company.
  
  Sincerely,
  
  Thy *******

  Business Response

  Date: 10/18/2023

  Hello,
  
  To whom it may concern,
  
  I would like to inform you that we acknowledge that the item arrived with imperfections. 
  To resolve this issue a replacement was sent under the following tracking number:
  
  606299089982 (FedEx)
  
  To resolve any further issues we are able to offer the following resolutions:
  
  Replacement parts
  A discount to keep the item
  
  We would be more than happy to provide with a return label; however, the original packaging is no longer available.
  
  According to our return policy all our items have to be returned in the original packaging.
  
  While we are unable to offer a return label, we will be more than happy to make an exception and accept a return of the merchandise under the following return instructions:
  
  RMA 2782285/2782285
  ****************************************
  
  The refund will be processed once the item reaches our return facility.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 10/19/2023

   
  Complaint: 20687248
  
  I am rejecting this response because: I already complied with a replacement part order and the business failed to follow through. The trouble this issue has caused is entirely the fault of the retailer. I specifically asked them to make sure the wood grain of the replacement part was correct before sending it, and they FAILED to do so. I recycled the damaged packaging thinking it was resolved. Now I have more heavy, useless parts to deal with. I shouldnt need to incur more cost to deal with such a disappointing experience.

  
  Sincerely,
  
  Thy *******

  Business Response

  Date: 10/23/2023

  Hello,
  
  To whom it may concern,
  
  I would like to kindly inform you that according to our return policy all items have to be returned in the original packaging.
  
  While we are unable to offer a return label because the original packaging is no longer available, we will be more than happy to make an exception and accept a return of the merchandise under the following return instructions:
  
  RMA 2782285/2782285
  *******************br>Aurora, ** 60502
  
  The refund will be processed once the item reaches our return facility.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20687248
  
  I am rejecting this response because: this company is unable to comprehend the situation. Ive read through past complaints where they refunded customers due to damaged items without return. Not sure why they refuse to refund my damaged item or why they want it back at all. Inconsistent application of their refund policy is a discriminatory practice.
  
  Sincerely,
  
  Thy *******

• Initial Complaint

  Date:09/17/2023

  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 received a damaged product from BisonOffice, and after asking for an exchange/refund from Amazon, I was told that the seller would need to provide a return label for the damaged product or I would need to pay out of pocket (nearly $320) for the package to be returned. I contacted BisonOffice about the issue, and they instructed me to provide pictures of the damaged product before they would continue the process. After I had sent pictures of the damaged product, they refused to continue with the return process until I "provided more pictures" of the item. I have a physical disability that makes lifting heavier objects difficult, and the product in question requiring a team lift to move makes it impossible for me to maneuver it out of its current location (the back of my car). After explaining this to BisonOffice, they disregarded my comment all together and told me to do as they instructed or they would not cooperate.

  Business Response

  Date: 09/20/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was successfully delivered to the customer on 9/6/2023 under the following tracking number:
  
  701702331174 (FedEx)
  
  Please kindly see the proof of the delivery attached (POD).
  
  The item arrived damaged.
  
  To resolve this issue a full refund was processed.
  
  Please kindly see a picture which proves that attached (Refund).
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 09/22/2023

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