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:08/06/2023

  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 paid $21 for what was advertised as a throw rug (it was for my kitchen. I ordered it from **** from bison is the third party vendor and **** will not help me. What I received could maybe be a rig in barbies dream house. Same size as my hand! Obvious misrepresentation!

  Business Response

  Date: 08/11/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was successfully delivered to the customer on 8/5/2023 under the following tracking number:
  
  686140838850 (FedEx)
  
  Please kindly see the proof of the delivery attached. 
  
  It was reported that the merchandise received was of an incorrect size.
  
  After a further review it was confirmed that the size of the merchandise received is correct.
  
  The listing of the product states that this is a sample product.
  
  Please kindly see a proof attached (proof).
  
  A return label was provided to return the item for a refund.
  
  The label was created under the following tracking number:
  
  782208270096  (FedEx)
  
  The return tracking number has not started to show movement yet. The merchandise is stil in the customer's possession.
  
  The refund will be issued once the merchandise is returned to us.
  
  Thank you!
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20431276
  
  I am rejecting this response because:
  Isearched for throw rugs. This was obviously purposely misleading. And they did not provide me with a return label, only a number for their warehouse. I was instructed I had to pay for the return and pay extra to have a tracking number. It is obvious they are scammers so I'm not willing to pay more money when I **** absolutely zero assurance they would refund my money
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/28/2023

  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.

  Okay so we received a dresser through a third party on Amazon called BisonOffice and we needed to return it because its not the same color as the picture (darker red). So the dresser cost $800 and they sent us a shipping label but apparently its not paid for and they told me to look for my own freight carrier which would charge me $659 which is honestly another whole dresser at this point. Ive never had to deal with this through any other furniture company. I told them I could definitely drop it off at a location of their choice and pay for shipping but not $659 shipping for an $800 dresser.

  Business Response

  Date: 08/08/2023

  Hello,
  
  To whom it may concern,
  
  The order was successfully shipped out and delivered on 7/25/2023 under the following tracking number:
  
  313184797777 (Metropolitan Warehouse and Delivery)
  
  Please kindly see the proof of the delivery attached (POD).
  
  On 7/28/2023 we did receive an email stating that the color is not as expected. 
  
  Please kindly see a picture of the email attached (communication).
  
  According to our return policy, if the merchandise is not as expected, the customer is responsible for the cost of the return shipping. 
  
  Please kindly see our return policy attached (return policy 1).
  
  We were also informed that there was some damage done to the merchandise. 
  
  We will be more than happy to send a replacement for the damaged pieces if part numbers of the parts that need to be replaced are provided.
  
  If an offer to receive replacement parts is rejected, the merchandise will have to be returned under our standard return procedure.
  
  According to our return policy, if an offer to send replacement parts is rejected, the customer is responsible for the cost of the return shipping. 
  
  Please kindly see our return policy attached (return policy 2).
  
  If a full refund is requested, the merchandise can be returned using the following return instructions:
  
  RMA 2749347
  2736 ****************.
  *******, ** 94545
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Supervisor

• Initial Complaint

  Date:07/26/2023

  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.

  Ordered on July 18, 2023 via Amazon Item: **** Furniture Key ************ Stand with Set of 2 Bookcases, Linen White *** Price: $782.37 We ordered the above item through Amazon. The item was found to be defective upon arrival. We requested a refund and return labels. Bison is not willing to cover shipping for the defective item. Personal shipping of the item exceeds the cost of the item.

  Business Response

  Date: 07/27/2023

  Good Morning,
  
  Order ******* was placed on  07/18 for 1pc of **** Furniture Key ************ Stand with Set of 2 Bookcases. Please see order invoice and customer details attached.
  
  Order was shipped via ***** and was delivered on 07/24 to the address confirmed on order:
  
  Shipping address:
  *************************
  *******************************************************************************

  
  Customer reached out to our team that the item arrived defective on 07/24. However, no proof of defects was provided, as we only received one picture for showing the issue and it looked like an assembly issue while trying to s**** the hardware in (please see attached). Customer ordered three items in total: a tv stand and two bookshelves and no proof of their defective state was sent to us.
  We have issued customer return instructions as part of our return policy on 07/26, please see the screenshot of our email attached. Since the customer had assembled the item and refused a replacement part, we issued a standard return RMA. Please see the screenshot of our return policy attached.
  
  The refund should be issued as soon as the customer returns the product using a traceable method to the following location:
  
  Return address:
  RMA *******
  *******************************************************
  
  Let ** know if any further information is needed in order to resolve this claim.
  
  Best Regards,
  *****
  BisonOffice 

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20379352
  
  I am rejecting this response because: The single image is an issue with the system's production. The shelf connections will not meet the advertised loadbearing strength. The item is defective. We have tried to make arrangements to return the item, but the company has not provided paid shipping labels for the return.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/06/2023

  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 what was advertised as top grain leather dining chairs and paid $2697.60. When I received them I took a picture of the bottom of the chair that read 97% polyurethane and 3% polyester fiber. I was very disappointed and called Bisonoffice to ask for a refund and shipping labels. They said I had to pay ***** for the labels and also pay for 15% stocking fee. I refuse since I want to return them and order new chairs that that money should go to considering the boxes are quite heavy and would cost me at least a few hundred or so. I truly want to return them and let them know I dont want them but refuse to pay for labels. They dont want to pay for labels either I understand since the product they sold me is probably less money then the four chairs themselves cost. I contacted My credit card company and put this in dispute. The bottom line is I am not paying for the return and will not pay for the chairs that were falsely advertised as top grain leather. I would appreciate help with this matter since Im not getting anywhere with this company. I have pictures to prove of the false advertising which I will gladly send.

  Business Response

  Date: 07/12/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was successfully delivered to the customer on 7/3/2023 under the following tracking numbers:
  
  772597798242 (FedEx)
  772597797496 (FedEx)
  
  Please be kindly advised that after a further thorough review it has been decided that the chairs delivered are correct.
  
  Please kindly note that the seat is made of top grain leather, and top grain leather is not a 100% pure leather.
  
  Please also kindly note that the foams mentioned are inside the chair.
  
  Our return policy states that if the item is neither defective nor damaged, 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 (return policy).
  
  In this situation we are willing to make an exception and waive the restocking fee.
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA 2745373/2745373
  *****************************************************
  
  The full refund will be issued once the items are returned to **.
  
  Thank you!
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20282455
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20282455
  
  I am rejecting this response because:
  ***** office stated on the advertisement that these chairs were to grain leather and the material says leather.  Now they are stating top grain leather is not all leather which I sent a definition of top grain leather which is suppose to be second best to full grain which doesnt state any other material.  These chairs smell like chemicals not leather.  I checked with ***** and they said it would cost me $457 a box to ship them back in which case I have two boxes.  I would rather use that money for real leather chairs and as a consumer my mistake, when I read top grain leather I had no intentions of sending them back for a return.  I realize buyer beware but with a name like bison I believed they were the real thing.  So I put this purchase in dispute with my card and in trying to resolve this issue I found the exact same chairs that would save me a little money if they would agree with this offer.  Some money is better than no money,  I will cancel the card if I have to.  Thank you and will try to send pictures now.  Total misrepresentation ( false advertising).  I wish I had taped the conversation with the secretary answering the phone as she said that I should know top grain leather is not real leather.
  Sincerely,
  
  *********************

  Business Response

  Date: 07/17/2023

  Hello,
  
  To whom it may concern,
  
  Please kindly note that the seat is made of top grain leather, and top grain leather is not a 100% pure leather.
  
  Please also kindly note that the foams mentioned are inside the chair.
  
  The foam was also mentioned in the description of the item.
  
  Please kindly see the picture which proves that attached (foam).
  
  Our return policy states that if the item is neither defective nor damaged, 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 (return policy).
  
  In this situation we are willing to make an exception and waive the restocking fee.
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA 2745373/2745373
  *****************************************************
  
  The full refund will be issued once the items are returned to **.
  
  Thank you!
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

• Initial Complaint

  Date:06/19/2023

  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 purchased two lamps from ************ via Amazon. They cost $303 each. They arrived a bit late, and defective. The bases of both lamps were not level and the lamps wobbled when touched. There was no way to amend the base to make it sit level. I requested a refund. The company continued to offer a discount in exchange for keeping the defective lamps. I responded to their e-mails for three weeks. I had to get Amazon involved, as they would not refund my entire purchase price and told me to pay for shipping, which I should not have to do to return DEFECTIVE items. I am currently working with Amazon to get my shipping costs reimbursed. This is a terrible company!! Clearly they have no respect for their own products if they offer discounts to keep defective merchandise.

  Business Response

  Date: 06/20/2023

  Hello,
  
  To whom it may concern,
  
  We truly apologize for the trouble caused.
  
  The merchandise came defective; therefore, we provided with a prepaid return label to return the merchandise for a refund.
  
  The item was returned under the following tracking number:
  
  772373748175 (FedEx)
  
  The full refund was issued successfully.
  
  Please kindly see the invoice, which reflects the refund issued, attached.

  Please also kindly see the picture of the refund issued on Amazon attached. 

  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 06/29/2023

   
  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. Thank you for your attention and response. After working with Amazon to get a refund for my shipping costs, I was sent a refund THROUGH AMAZON NOT BISON OFFICE. I am still very upset about the way ************ handled my defective items, I saw many similar complaints about this company.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/11/2023

  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.

  We ordered a desk and we received it with a cracked panel. The company refused to take it back or give a refund since it was outside of their 7 day window. We provided proof that I had brain surgery so *****' priority was to take care of me and not build a desk and they didn't care. Terrible company.

  Business Response

  Date: 06/15/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was successfully delivered on 3/8/2023 under the following tracking number:
  
  636126100209 (FedEx)
  
  Please kindly see the proof of the delivery attached (POD).
  
  An issue with the product was reported on 5/13/2023.
  
  Our return policy states that our customers have 7 days to report all issues.
  
  Please kindly see our return policy attached (return policy).
  
  In this case the issue was reported outside of our return window; however, we made an exception and resolved the issue by sending replacement parts under the following tracking number:
  
  649835251890 (FedEx)
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA 2660365/2660365
  *****************************************************
  
  The refund will be processed once the item reaches our return facility. 
  
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20172058
  
  I am rejecting this response because they did not share all of the information. I am trying to upload proof of all the emails and your system is stating that the filed are too large to upload. How can I email it to you?
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/22/2023

  Hello,
  
  To whom it may concern,
  
  Please be kindly advised that our return policy is always available on our website.
  
  Please kindly see a picture of our return policy attached.
  
  If a return and a full refund are requested, the following return instructions may be used:
  
  RMA 2660365/2660365
  *****************************************************
  
  The refund will be processed once the item reaches our return facility. 
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20172058
  
  I am rejecting this response because:

   

  Please see attached

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

• Initial Complaint

  Date:06/02/2023

  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 an ********** dining table, the table arrived and I immediately contacted ***** Office to tell them the table didn't align properly, as well as the color was completely different then what was shown online, I've even gone to the manufacturer website of Seawinds as well as several other sites and the color showing isn't anything like what I received. Bison solution was to send me a replacement table for the defect but would not address the color issue, the pictures show a gray table, what I got was brown. Not to mention the pictures also appear the table is somewhat smooth, the one I got has deep grooves. Their response on the color, the table is made from natural materials and we can't guarantee color, well the website doesn't say this at all. They also admitted they lighten the online pictures, how deceiving and misrepresenting of a product. Instead of a full refund, which is what I should receive, they said I would have to pay to ship this heavy item back at my own expense and a 15% restocking fee. I offered to exchange the table for another one so they didn't have to refund money, after all they have to pickup the defective table up anyway. They said no, we will only give you the same table. Their policy states: "If you received a damaged product or the wrong product and we cannot solve the issue with either a full replacement or replacement parts (free of charge), we will return an item and provide a full refund"I have tried to resolve this, they insisted they will only replace the table with the same one, it really makes no sense why they won't do an exchange, again they have to come pick it up.

  Business Response

  Date: 06/09/2023

  Hello,
  
  To whom it may concern,
  
  The shipment was successfully delivered to the customer on 5/24/2023 under the following tracking number:
  
  226163826 (ArcBest)
  
  There were two issues with the merchandise received:
  
  1. It was not as expected
  2. It had a defect
  
  We have come to an arrangement to resolve these issues by issuing a partial refund of $350.
  
  Please kindly see the invoice, which reflects the refund, attached
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

• Initial Complaint

  Date:05/30/2023

  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 over $1000 of furniture that was all delivered extremely damaged and not usable. I have requested a full refund, as per policy of the seller this is an acceptable request and they are refusing to return their defective and damaged furniture without me paying for shipping. It is not my responsibility to pay return shipping on furniture that is damaged and it is impossible to return furniture in "original packaging" that is destroyed. The original packaging wasn't actually one single shipping box to begin with - it was multiple trash boxes taped together to begin with. There is no such thing as "original packaging" when they used trash / junk cardboard boxes that were taped together originally to ship product.

  Business Response

  Date: 05/30/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the inconvenience caused.
  
  Please be kindly advised that to resolve this issue the following resolutions were offered:
  
  - Replacement parts
  - A discount
  
  All of the above resolutions were rejected, and a full refund was requested. 
  
  If a full refund is requested, the item has to be returned to **.
  
  Our return policy on Amazon states that all items have to be returned in the original packaging.
  
  Please kindly see a screenshot of our return policy on Amazon attached (return policy).
  
  In this instance we were informed that the original packaging is no longer available; therefore, per our policy, a return of the merchandise should not be accepted; however, we are willing to make an exception and accept a return of the merchandise received.
  
  Please kindly see the return instructions:
  
  RMA 2701943/2701943
  *********************************************** 68144
  
  The full refund will be processed once the merchandise is returned to **.
  
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20118333
  
  I am rejecting this response because: the original items did not come in their "original packaging". The fully damaged items were received in pieces of shambled boxes that were poorly taped together. The "original packaging" was non-existent. As we attempted to 'open' the 'original packaging' the pieces of the boxes disintegrated into a heaping pile of trash. Yes, they had to be discarded... there was nothing to put items back into to be returned. This is not the responsibility of the purchaser to tape 100s of pieces of patched boxes together and wrap it around 100 pieces of disassembled and broken / damaged furniture. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/11/2023

  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.

  Ordered a stepper machine which was determined to be defective by the assembler arranged through Walmart.com. Vendor refuses to accept responsibility for the return - - instead creating an impossible burden of proof that the item is broken. Show a video that clearly shows the item is broken. At this point I have provided 15 photos, 3 videos, and written note from the assembler that the item is broken. They have still refused to accept the responsibility for product or a willingness to come pack it up and take it away.This is a 400 pound piece of equipment. How am I supposed to dissassemble, pack it up, and return this item on my own??I believe that ***** is a criminal enterprise and should be shut down.

  Business Response

  Date: 05/15/2023

  Hello,
  
  To whom it may concern,
  
  The merchandise was successfully delivered to the customer on 4/10/2023 under the following tracking number:
  
  950848477  (*********************)
  
  Please kindly see the proof of the delivery attached.
  
  According to the customer the merchandise is defective.
  A video showing that none of the hardware fastens into any of the holes was requested as an evidence to prove that the item is truly defective. 
  Unfortunately, the requested visual information was not provided.
  
  According to our return policy, if a proof showing the issue is not provided, the return is considered to be a buyer's remorse return.
  
  If a return and a full refund are requested, please kindly use the following return instructions:
  
  RMA 2680623
  ***************************************************************
  
  The refund will be issued once the merchandise reaches our return facility.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 05/16/2023

   
  Complaint: 20047906
  
  I am rejecting this response because:   This business refuses to acknowledge that individuals cannot pack and ship a 400 pound piece of defective merchandise.  3 videos and written note by the assembler should be sufficient to "prove" that the machine is broken.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/17/2023

  Hello,
  
  To whom it may concern,
  
  We truly apologize for the trouble caused.
  
  Please kindly note that the following visual information was requested:
  
  A video showing that none of the hardware fastens into any of the holes.
  
  Unfortunately, the information requested was not provided.
  
  According to our return policy, if a proof showing the issue is not provided, the return is considered to be a buyer's remorse return.
  
  If a return and a full refund are requested, please kindly use the following return instructions:
  
  RMA 2680623
  ***************************************************************
  
  The full refund will be issued once the merchandise reaches our return facility.
  
  Best Regards,
  ********
  BisonOffice Customer Support Manager

• Initial Complaint

  Date:04/28/2023

  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 coffee table from ************ on April 8, 2023 Order Number: 113-9936487-1401847 Order Total: $840.31 ********** table arrived damaged (not due to shipping) and was not taken out of the box because the damage is on the table top, the wood (raw rough and splintery) the paint (chalky and unfinished) and needs a paint sealer in order to use the coffee table.I contacted Bison to start a return and schedule a pickup. Bison customer service requested photos of the damage that I sent with a message that I wanted to return the table.FIRST: I was told they could send me a replacement part free of charge if I thought that was acceptable and I said I wanted to return the table.SECOND: I was asked if I would reconsider a replacement part and $100 refund and believing I had a choice I said I wanted to return the table.THIRD: I was told because I declined their offer for replacement parts it was my responsibility to return the damaged table they sent to me and given instructions to use original packaging, a return address, RMA number and to provide them a tracking number.Why would it ever be a buyers responsibility to return a damaged item to a seller who sold them a damaged item because they declined a DIY coffee table repair project? Thats not a return policy thats a blackmail policy and I believe ***** uses this to manipulate and intimidate buyers from returning the damaged items they send to them.I dont have the skills to replace a half piece of splintery, chalky, hinged to the other half piece coffee table top without causing more damage.I have no way to return the damaged table to the seller who sold me the damaged table without spending hundreds of dollars for a shipping company to pick up and deliver a 50x50x25 box that weighs a ton (maybe more).***** needs to stop apologizing for the inconvenience and start taking responsibility like any reputable furniture company does without causing the inconvenience.

  Business Response

  Date: 05/04/2023

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the troubles caused. 
  
  The shipment was successfully delivered to the customer on 04/22/2023 under the following tracking number:
  
  GCL1622019739670 (Gigacloud Logistics)
  
  Please be kindly advised that to resolve this issue the following resolution was offered:
  
  A replacement of the table top and a refund of $100.
  
  The offer was rejected.
  
  Our return policy on Amazon states that if an offer to receive a replacement is rejected, the customer is responsible for the cost of the return shipping.
  
  Please kindly see a picture of our return policy on Amazon attached.
  
  If a full refund is requested, the following return instructions may be used:
  
  RMA 2684064/2684064
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  The full refund will be processed once the merchandise reaches our return facility.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19995608
  
  I am rejecting this response because: ************ has provided a copy of what they claim to be their standard return policy. What they have highlighted is clearly and deliberately misleading and does not provide the buyer a description or any explanation as to what exactly their standard return policy means.
  Its not until a return is requested that they share the details of their standard return policy with the buyer which includes holding the buyer responsible for all cost associated with returning the damaged item they shipped to you back to them for a refund. It also doesnt explain that once ************ receives the damaged item back they reserve the right to refuse a refund completely.
  Their standard return policy is nothing other than a predatory intimidation tactic making it almost impossible to return their damaged item back to them so you can possibly receive some kind of refund.
  Additionally, even this misleading information is no where to be found on their Amazon product listings or on their Amazon sellers page leaving buyers to believe their return policies are in line with Amazons return policies and they are the polar opposite.
  I paid $470 in order to ship their $840 damaged coffee table they sent to me back to them. They also seemingly believe the damage can be fix with a free replacement part and will have the ability to *************. The we treat each customer as if theyre our only customer obviously isnt going to be a sustainable long term business practice.

   Sincerely,

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