Complaints

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

• Initial Complaint

  Date:12/02/2022

  Type:Order 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 is only as good as the company that ships their itemsthey use an awful freight service that keeps canceling deliverys. They seem to be completely at the mercy of this shipping company because once the items leaves their warehouse, they cant seem to do anything about how delayed your items are.

  Business Response

  Date: 12/09/2022

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for all the troubles and the delays.
  
  Please be kindly advised that we have made arrangements with the carrier to have the merchandise delivered very shortly.
  
  Per the customer's request the delivery will be made without an appointment and signature.
  
  We also processed a discount of $300 for the delay. The amount will be returned to the credit card.
  
  Please kindly see an invoice, which proves that, attached.
  
  Please kindly let us know if there is anything else we can assist with.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

• Initial Complaint

  Date:11/29/2022

  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 4 chairs from them three weeks ago, the chairs are a ******************** than advertised on their website. I called them immediately and was told to send pictures, which I did. I have been calling their customer service for over 3 weeks and I keep getting the run around. I accidentaly threw the boxes away and was told I could not get a refund because of this, but was told they could possibly do something for me because the chairs were a different shade than advertised for instance a credit or they could possibly send me some boxes. Well 3 weeks later and I finally speak to someone named "*****". ***** said he would look into this because of the color on the chair and get back to me, he didn't. I called him the next day and his answer to me was that they couldn't and wouldn't do anything. The lighting on the website is sometimes different than what you actually buy. WHAT!!!! How do you tell a customer that and it doesn't say that on the website.So now I am stuck with these chairs that are darker than I would like and they never tried to help me. This is an awful company.

  Business Response

  Date: 12/01/2022

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for the inconveniences caused.
  
  Please be kindly advised that according to our return policy returns can only be accepted in the original packaging, and this applies to all return reasons. 
  
  Please kindly see a picture of our return policy attached.
  
  In this situation we are willing to make an exception and accept a return of the merchandise not in the original packaging. 
  
  Please kindly use the following return instructions:
  
  RMA 2566721
  3201 **********.,
  *****, ** 68144
  
  Please kindly ship the merchandise to the address provided above and provide ** with the return tracking number.
  
  The full refund will be processed once the merchandise is returned. 
  
  Thank you!
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

• Initial Complaint

  Date:11/28/2022

  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.

  On October 3rd I placed an order for a pool cue rack sold by BisonOffice on Amazon. Order #***-6697964-8975415. When the item arrived on October 12th I noticed that the top wood part of the rack had giant dent/gash in it. I contacted BisonOffice and they said I had two options, I could do a return or they could ship me a new pool cue rack. Since I liked the rack I had them send a new item as I figured that would be less hassle for everyone. The new item was delivered on October 27th. When the item arrived I opened it and made sure everything looked good. I did not notice any issues with the wood this time. The next day I left for a work trip and then a vacation. I had purposely placed my original order when I did so that it would arrive before and be installed before my trips. Since I had to wait on a replacement I was unable to get it installed. When I finally got back home for Thanksgiving I attempted to install the rack. I couldnt get the bottom piece to install on the two screws that were provided. When I looked on the back of the rack I quickly realized why, the hangers on one side were installed at an angle. This means that it will not install on the parallel screws. Since the hangers are located in a small recessed area you cannot unscrew them, drill a new hole, and reinstall them. Once my guests left from Thanksgiving I emailed BisonOffice to request a return due to the defective item. After receiving two faulty products I no longer have confidence in the manufacturer to provide a quality item. BisonOffice responded that since I was past the 30 day return window they were unable to provide a refund. While it has been greater than 30 days from the original order it was less than 30 days since I received the replacement item. At this point I am stuck with a defective item thru no fault of my own. I should not be punished for poor quality control form the manufacturer.

  Business Response

  Date: 12/05/2022

  Hello,
  
  To whom it may concern,
  
  We sincerely apologize for any inconvience caused. 
  
  We will be more than happy to proceed with desired settlement once the merchandise is returned to us.
  
  Please kindly see a prepaid return label attached.
  
  Please kindly return the second item ( the replacement) which was delivered on 10/27/2022.
  
  The full refund will be processed once the merchandise reaches our return facility.
  
  Best Regards,
  Carlisle
  BisonOffice Customer Support Manager

  Customer Answer

  Date: 12/08/2022

   
  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,
  
  *******************