ComplaintsforAosom LLC

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Timeline:1/31/24 - I placed an online order for the "outsunny chaisse lounge - set of 2) in the amount of $376.29 via the Aosom website 2/6/24 - received the furniture and my husband attempted to assemble but was not able to as the holes did not line up with the screws. I called the business and they said I needed to send pictures - no further info other than send pictures. I asked to have a manager call me back and was told someone would call within 24 hours. 2/12/24 - I did not hear back from anyone despite multiple attempts ( via email feedback) to restate my case about the defective product. I submitted pictures and was told someone would get back to me within an hour 2/13/24 - No one from Aosom called me back so i called and was told that I did not understand how to assemble furniture and they suggested I hire a handyman 2/15/24 - I had a handyman look at the furniture and he stated it could only be put together with additional drilling. I send this to the company in an email and was told I could return the product. 2/28/24 - I returned the product on or about 2/20 and was only given a partial refund of $301.05. I am still owed $75.24 as i should not be liable for return shipping on a defective product.

  

  Business response

  02/29/2024

  Hello, 

  After investigating this order, our CS department has submitted to our accounting department for the remainder of your refund for the order. The reps involved are also being coached on how this should have been handled. We are truly sorry for how this situation went wrong as this is not how it should have gone. Please allow 2-5 business days for the refund to be reflected back to your original method of payment. 

  Thank you for bringing this to our attention.

   

  

  Business response

  02/29/2024

  Hello, 
  

  After investigating this order, our CS department has submitted to our accounting department for the remainder of your refund for the order. The reps involved are also being coached on how this should have been handled. We are truly sorry for how this situation went wrong as this is not how it should have gone. Please allow 2-5 business days for the refund to be reflected back to your original method of payment. 
  

  Thank you for bringing this to our attention.

  Customer response

  03/05/2024

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

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered and received patio furniture in March of 2022. In ****, I got to use the item from about 3 months. Cushions faded in that time. I reached out to ********* who was supposed to assist in warranty. Gave us email and phone number to call. Sent multiple emails and calls and no one responded until after we were out of warranty. I even sent pictures of how bad they are and nothing. Now the company is actually responding and is saying the system locks down and they can do nothing and supervisor cannot do anything either so no point in talking to her. I asked about just ordering the cushions and supervisor doing a credit and they said they don't sell just the cushions so they cannot do that either. I am unsure why, after 6-8 emails and multiple calls that no one would respond until after I was out of warranty. I paid $952.78 for good furniture, I just want the cushions replaced and I have been given the run around.

  

  Business response

  01/24/2024

  Hello, 
  
  We contacted our customer service department and asked them to look into this situation. This is what was told to us...
  
     * We have no order we could find that corresponds to the customer's name and ********* going back as far as 2021. 
  
     * There has been no correspondence we could find from the customer's email they gave in this complaint.
  
     * The only contact found from the customer's phone is from today when they were told this order was out of warranty (one year from purchase) based on what the customer stated as a purchase date, and that we do not have cushions or cushion covers to purchase. The cushions are all prepackaged in the boxes with the set and not sold separately.

  Thank you

  Customer response

  01/25/2024

   
  Complaint: 21191558
  
  I am rejecting this response because: the purchase was done in March of 2021 which was told to them when they talked with me yesterday finally. My husband had been emailing so the email would not be the one listed on the complaint. It would have been ****************** he is also the one that called multiple times at the beginning, but it was busy with work and travel at the time of the issue arising and still under warranty. 

   

  I am completely confused as to why the packaging team cannot simply ship the cushions. If not, then send me a check for the value of replacement ones and I will get them elsewhere. Something can be done, no one wants repeat customers anymore? Totally baffled that below sub par service is now acceptable.
  
  Sincerely,
  
  *************************

  

  Business response

  02/05/2024

  Hello,
  Even with the other email given in the previous response, we have no record of any emails from this one either. I also looked back to the first message of this complaint in case I missed any other information for me to find the order, including a screen shot of the original order confirmation from Overstock, but found nothing.Being this was said to be an Overstock order, all customer service is handled by ********* and fulfillment partners like us, do not have access to those communications,although if there is an issue with a product brought to Overstocks attention,they will reach out to the fulfillment partner for help to resolve the situation.
  

  As previously mentioned, the customer stated this order was from March 2022, so the warranty expired the same month of 2023. It is nearly 1 year outside of warranty, so nothing is covered under warranty. As for a packaging team, we have no such team. As also previously mentioned, all products we have are prepackaged as a set from the factory; for an outdoor furniture set, as an example, that ships in 3 boxes, each box was prepackaged with the various parts comprising the set as a whole. No individual parts are sent to us by the factory. We get an order for the item and just put labels on the boxes for the set and ship them.
  

  A casual look on a popular marketplace brought up a number of listings selling replacement cushion covers for outdoor furniture. Here is just one example with various colors available:
  

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

  Thank you

• Initial Complaint

  01/01/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  About 2 years ago, i cannot recall or remember or have records i ordered something from this company. I had to give my contact information so i would receive an order confirmation and tracking number. Now every 6 months or so i get marketing solicitations. I thought that i have deleted my email address some time ago but it was reinstated. I just spent time emailing this company to delete my email address. Response was that cust service could not do so. After several emails and frustrations i located my account and then deleted the entries. This morning i recd another email from cust service. I have done everything i can to stop the spam, scam, junk, solicitations, pshing emails maybe in ******************** and correct this company. A customer should have the right to judge what personal information is used and by whom. I SHOULD NOT HAVE TO CONTACT BBB TO GET ASSISTANCE WITH THIS ISSUE.

  

  Business response

  01/02/2024

  Hello, 

  We are sorry for this inconvenience and have forwarded this situation to our IT to investigate and remedy. Please allow a few days for this to finalize. 

  Thank you for your understanding. 

   

  Customer response

  01/03/2024

   
  Complaint: 21080723
  
  

  I am rejecting the companys response due to fact that just because they sent a message to the IT department to investigate does not mean that the situation will be resolved. The company response also requested *********** to remedy the problem. If my situation and problem is just routine or marked no rush or standard response time, then this opportunity may take weeks to clear up. No time factor was given to *********** to fix or resolve. In the meantime, I may continue to get marketing, solicitations, junk, spam, pshing etc emails from this company.

   

   

   

  I would like to know when the company fixes the problem.  

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

  

  Business response

  01/04/2024

  Hello, 

  As you can see in the screen shot attached from yesterday, the customer had sent an email, but instead of replying and upsetting him further, our CS supervisor made a screen shot of the initial mailing he had complained about was sent to our IT. Unfortunately, he reached out again in the afternoon as shown in the screen shot. It is again being closed without response as not to try and upset him further. 

  Hearing back from our IT, the email notification had been sent to remind him to use any points accumulated because the program was ending at the end of 2023. Due to his emphasis on not wanting any emails, they have relayed that they have cancelled these points now and closed his subscription. 

  Hopefully, he will not continue to send more emails. If so, we will try not to respond.

  Thank you

  Customer response

  01/08/2024

  OK, that they have closed my subscription, however, I need say I never created or agreed to any subscription.

  He or She said that hopefully I will not receive any more emails (I assume for them).

  All I can do is to wait and see if Aosom sends anything. If so I will create another situation for them to try to resolve.

  That being said, I have to take this persons word that email will stop and we can close the case.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Outsunny 9ft Inflatable Santa Claus with Two Penguins, Christmas LED Display on December 7th 2022, Couple of weeks ago I took out the inflatable and the lights and pump are not working. I have called Aosom twice already pertaining the 1 year warranty and they told me they cant do anything about fixing it because they dont have the parts and they cant replace it because the item is out of stock. The even told me to contact the vendor: Overstock.com for resolution, which I did. Overstock stated the warranty comes from the manufacturer and not the vendor. So here I am with an inflatable that does not inflate, less than 365 days ago I bought it and Aosom is trying to brush me off.The warranty on Aosom's website states: "This warranty covers any defects in material or workmanship in all new Aosom products (as covered by this warranty). Only products sold by an authorized merchant, retailer or through official marketplace transactions are covered.

  

  Business response

  12/05/2023

  Hello, 

  We reached out to our customer service to help resolve this issue. They have informed us that they came to a resolution with the customer providing a replacement.

  Thank you

  Customer response

  12/18/2023

  Hi- They did send me a replacement which one week later is no longer working.....

  

  Business response

  12/27/2023

  Hello,

  Our customer service had reached out to the customer to let her know we would be shipping out another replacement. Due to the holiday, we even shipped it express shipping and the replacement was delivered on Wednesday, 12/20/2023 (a screen shot is provided). 

  Thank you

   

• Initial Complaint

  11/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 5, 2023 I purchased 3 bird cages. They all arrived and were of very poor quality. I contacted Aosom and they are charging me $98.67 to return the cages. They are deducting the $98.67 from my refund. It is unfair for me to have to pay to return poor quality items. I would like the full amount of my purchase refunded to me. $360.42.Thank you.

  

  Business response

  11/13/2023

  Hello,

  After checking with ******* and listening to the call received, the claims stated in the complaint are what were told to us in his opinion, these were poor quality. I made sure to listen carefully for anything regarding defective or damaged cages when received, but nothing was mentioned, only that he thought it was poor quality and wanted to return the cages.

  If he would take them to the local FE or *** locations to pay to ship, the shipping would have been much more expensive. Instead, the return was approved and labels at our rate were sent to him to use.

  The reason for requiring payment for return shipping is due to the subjective reason for return, which is encompassed under the universal phrase buyers remorse. If the reason for return would have been due to the product being defective or was damaged upon receiving it (even if due to the carrier),then we as the seller would have paid for the return. Most sellers follow this for determining seller-paid return shipping or buyer-paid return shipping even the big one Amz.

  Thank you

• Initial Complaint

  10/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have asked for a call back from a supervisor twice and have not gotten the call within the time frame stated. I am trying to resolve an issue with a broken product and they will not respond to resolve the issue. This is the second product that has been broken from this company.

  

  Business response

  10/27/2023

  Hello, 

  We've notified the CS supervisor to reach out to the customer about this situation. 

  Thank you

   

  Customer response

  10/30/2023

   
  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,
  
  Amber Host

  Customer response

  10/30/2023

   
  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,
  
  Amber Host

  Customer response

  10/30/2023

   
  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,
  
  Amber Host

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This company is a scam , This order was not deliver to my home, i contacted the company and demand a refund they said no supervisor was available i send several emails with no answer finally someone call back and said to send the item back this is a 100 lbs item i told them to go get it where they deliver it. I will be disputing this with my credit card company as they refused my $189 refund. They show a photo of the delivery well that is not my apartment. Order number ***********

  

  Business response

  08/16/2023

  Hello,
  
  After further investigation into this order, we have established this timeline for better understanding.
  
  8/2/2023 the customer ordered a bar stools set of 2
  
  8/3/2023 we shipped to the package to the address given in the order, which was in ******************** apartments (same address as in the complaint); the package is 47 lbs and dimensions-41x19x18shipped ***** via tracking# ************
  
  8/5/2023 the package was delivered by ***** according to their normal protocol at those apartments @ 11:30 AM. *
  
  8/5/2023 - @12:57 PM, the customer called us and said the item arrived damaged.
  
  8/5/2023 - @1:03 PM, we then sent a follow-up email to the customer recapping the conversation and asking again for photos of the damaged item, so we could resolve the situation appropriately. She told our rep, she wanted a refund but didnt want to send the item back.
  
  8/5/2023 - @1:10 PM, she replied back that the package was not delivered to her home and demanded her money back,threatening to dispute with her credit card company. [no photos of the damaged item included]
                     - @1:18 PM, she emailed again telling us to go get it ourselves and demanding a refund again as well as threatening to report us to the BBB and her credit card company.
  
  8/8/2023 opened complaint with BBB.
  
  To this day, still no photos of any damaged item have been sent.
  
  * From above concerning apartment protocol we spoke to the apartment complex who informed them that the normal protocol for FE and *** to follow when leaving packages, is to leave the package in the complexs locked mail room. Once the package is left, a QR code is sent to the recipient so they can enter the room and get their package(s). There are cameras in the room to help avoid theft. See attached for photo of package delivery in the mail room
  
  Per the initial contact by the customer,it is verified they received the package, since they stated it was damaged. Customer continues to demand a refund without returning damaged item. We are having our customer service reach out again to have item returned with a prepaid label in order to refund the order.

  Thank you

  Customer response

  08/21/2023

  Yes about 100 lbs total for both that i was not planning on taking to my 3rd story apartment, it was a home delivery not mail room delivery. Like i told you go get it where ever you left it. Protocol for all other companies is front door home delivery that is the protocol here unless you expecify mail room delivery if you are not going to be home. Also your sorry scam company that dont answer phone calls or emails instead of been apologyzing keep fighting me, so yes i did disputed this charged with my credit card company. I should of done my research to see the 1 star reviews you have. 

  Customer response

  08/28/2023

  The item was not deliver to my front door, and it was a heavy item like 100 lbs total, so i did tell them to go get it wherever they left it. I disputed this with my credit card company as they they will take forever to respond you or my emails or phone calls and no that is not the protocol here. However my credit card company is working on this despute for me. This company is very skechy and they have 1 star reviews i should of seen that before ordering from them. 

• Initial Complaint

  07/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Regarding Amazon Order# ***-2915241-6313067: I have contacted this companys customer service multiple times and they are refusing to resolve the issue. They have this items measurements listed incorrectly, making the product completely unusable, as it is over 3 inches shorter than the listed 21 inch seat height. I explained to them that these boxes are HEAVY and that since they listed incorrect measurements, I requested they make it right by scheduling FREE *********** of these heavy boxes and issue a FULL refund. I should not have to figure out how to get these packages to a *** store AND pay for return shipping since they are providing false information. This has been extremely time consuming and frustrating. I am requesting a FREE *** scheduled pick up of these items (both boxes), with a FULL refund.

  

  Business response

  07/30/2023

  Hello *****?,
  
  I have confirmed the return of your order with the ************ label provided by my team member and have processed a full refund.
  
  Please allow for 3-5 business days for your refund to be completed.
  
  For each refund request, we just process a refund to the buyer's Amazon account and Amazon will release the refund to the buyer's original payment account. Only Amazon is able to check your payment in your Amazon account.
  
  If you haven't received the refund, we suggest you contact Amazon directly.
  
  Thank you again for your patience during this time. Please let me know if you have any further questions.
  
  Sincerely,
  

  Customer response

  08/07/2023

  I have been refunded after product was returned. Thank you

• Initial Complaint

  07/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 02/21/23 I bought a dog pen from them that is advertised for medium large dogs. Took me a couple weeks to put it together. Once it was out together, I let my 2 month old puppy inside and the puppy broke the fencing within an hour, and the puppy was running around outside. I blocked the portion where he got out, and he bent fencing in another area. I contacted the seller on 03/26/23 saying I want to return this item because its not as advertised and Im not happy with the item. They approved the return and told me to send it back to Tennessee and pay for my own shipping. The item was sold from *********** ****** which is an hour away from me. I asked them to give me a shipping label since the cost or shipping it to the east coast will be the cost of the item. They responded the same day that they are closing my return. I want my money back. This is not what they advertised. *** tried contacting them over and over again and they keep ignoring me.

  

  Business response

  07/18/2023

  Hello,
  This order was made as stated on Amazon (2/21/2023). Amazon and 3rd party sellers on Amazon have a 30-day return policy. Although the customer says it took him a couple of weeks to put the enclosure together, he waited more weeks before contacting to return. Although it was technically outside of the return window, our return address was given to the customer but return shipping cost was the customers. Although orders are shipped from multiple warehouses as outgoing shipments, we only have one centralized warehouse for returns and that was the address given.

  
  Issues:
  

  1. We were told initially the return reason was inaccurate description because their medium-sized dog broke through the fence.
            a. Now in this complaint, we are told it was just a puppy.
            b. At no time in all our correspondence did the customer furnish photos of the damage/defect and dog that broke through it. Two photos were now given in this complaint. Still, a puppy supposedly did this.
  2. The customer opened an A-to-Z claim with Amazon, who normally side with the buyer (customer), but they even denied the claim after their investigation.
  3. Next, another return request was submitted to us for this item (5/5/2023), but this time the return reason changed to received damaged or defective item. It was closed due to being outside the return window and changing reasons.

  Unfortunately, too much time has now passed, and it is no longer within the return period; although as has been stated to the customer,it is under warranty and parts can be supplied.
  

  Thank you

  Customer response

  08/03/2023

  Yes we didnt want to give up on this fencing because it was a large purchase. We continued to try to make it work but when my puppy broke out, we **** the line. 
  
  
  1). Your website description was that this fencing was for medium-large dogs. I see the website description since then has changed to small dogs. 
       A). The medium dog I was fostering broke out first, then I put my 2.5 month old puppy in there and it broke out too. Thats when I **** the line and wanted to get my money back
      B). At no time did you request photos of the damage or my dogs. The complaint was submitted over the phone so I had no way of submitting any evidence over the phone, the internet does not work like that. And yes the puppy did the damage initially, then the other dogs made it worse. 
  2). Your opinion that Amazon always sides with the customer is just that, your opinion. Amazon denied the claim because I could not submit any of my proof, all they were looking for was whether or not you responded to my claim, which you did initially and then I was ignored until the timing was lapsed and I could no longer return it. 
  3).  I continued to contact Amazon about this problem because you guys were ignoring me. The associates I spoke with were shocked that you guys werent taking this fencing back and were obviously trying to do anything they could to get me my money back. I was not aware of the wording they used on the claim. 

• Initial Complaint

  06/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a pergola and paid close to $600 on sale. After spending close to 8 hours fighting this trying to fit things together I gave up on some places and checked options in the app, it gave an option to request a refund or replacement. I decided to call in and spoke with *******, she was very nice and informative. She let me know she could send a replacement or refund the item and I would need to email her with photos. I sent the photos and called back to ensure they were received. I then got a man who said he seen the photos of the damaged item and they could send me replacement parts or I could send the item back and then wait for them to refund me. I explained I didnt mind to return the item but I expect them to pay for shipping cost including boxes big enough to to fit the items since it came in 3 big boxes and weighs probably over 100 pounds. He said they would cover the cost of the label. I should not be responsible to buy 3 boxes that are HUGE to return this item since the ones it came in were ripped. I requested to speak with ******* because she was very kind and the information she provided was not what he was saying. He informed me I would need to wait for a call back. I have not heard from her. Im very disappointed that I spent so much through this company for an item that was clearly manufactured improperly, I mean the legs dont even stand straight on the one side, the entire item is off balance and there are many places that bolts cant go in or dont line up one leg my husband went out and purchased bolts to put in because the spots for the bolts to go in was not there. I wish I would have read the reviews on BBB before ordering from AOSOM. Disappointed since there were other items I considered ordering from there, now I know to go somewhere else with better customer service.

  

  Business response

  06/29/2023

  Hello,

  I'm a little confused on this as after looking into it and finding the correspondence with the customer and our reps. ********* a timeline helps, so I see in the email thread (all on 6/14/2023)...

  1:30 PM - the customer called in about the situation

  1:33 PM - our rep ******* sent a follow up email about the call and requesting photos

  1:44 PM - the customer sent the photos

  2:02 PM - the customer called in and spoke with a different rep as the customer stated

  2:10 PM - the customer emailed in requesting ******* to contact her

  3:07 PM - ******* contacted the customer and let her know she had already requested the refund on our end and the refund would be processed within 3-5 business days

  3:13 PM - the customer replied back thanking *******

  Sometime this same day, it looks like this complaint was filed... although it was taken care of within 2 hours of ********* first email requesting photos. 

  According to our accounting department, they refunded it on 6/15/2023

  Thank you

*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. ↩