Placed order on 10/26 for an American Drew bed. Website says "This order will receive tracking information directly from the carrier in 3-7 days, and you will be sent an email as soon as tracking information is available." Never received email. After horrible dealings with other online furniture merchant, I honestly became worried that it was happening again. Tried calling their customer service number. On hold each time for over 30 minutes. One time entered phone number to receive call back and "you won't lose your place in queue" by doing so. Never received call back. Sent 2 emails requesting exact shipping information after being told scripted answer by 2 representatives. I wanted to know what was really going on. Did reach initial salesperson and she just transferred me over to CS where I waited and waited. I did file complaint with BBB.org asking for this information. No refund or cancellation was requested. Finally spoke with a great representative on 11/4 who answered all of my questions and followed up with me that evening. I also decided to contact furniture manufactuer on Friday and found out they did have my order and it was in stock. I was very happy that it was going to turn out okay.
I checked the status of the order this morning and the order was CANCELLED on 11/6. Sent email first thing on 11/7(did not receive response from them until the afternoon of 11/8 telling me nothing), and then I called first thing (I am EST, they are PST) and was told it was cancelled because I filed the complaint. I tried to explain my reasonings and that everything was resolved Friday evening. Pretty much told too bad, we have cancelled the order and you will get a refund to your credit account within 3-5 business days. I asked why I had not been called to discuss the matter and was told they don't do that. Can't believe this horrible lack of communication and service.
I did call back this afternoon to see if order could in anyway be salvaged so I have a bed for family on Thanksgiving. Waiting on hold (again!) for over 40 minutes and finally reached a good rep. He said he would send a msg to manufacturer to try to avoid the order being cancelled and I have to wait to hear for 1-2 days. Also can't place order elsewhere because they charged my card and refund won't processed in any way in time to get bed in time for Thanksgiving!
But Cymax, to avoid this think about a couple of things: - if you want customers to be confident in your business, don't make them wait 40 minutes to reach a human, call them back when they leave their number, answer the question in their emails with accurate information (Twice had responses that did not at all answer my questions.) and don't say you have a Live Chat feature on your site under My Account when you don't! Can you blame a customer for being fearful with all of the scams on the internet?
Who can also stay on hold for ridiculously long periods of time when you work???
***Update 11/7/11- As of this afternoon, the problem has been hopefully rectified. I will update this post again if it does get resolved.
***Update 11/8/11 - I called my contact at AD to see if she was able to catch the order before it was canceled. She had received my email yesterday and one from the rep who sent an email to her to reinstated the order. Turns out she received another email last night from someone in Quality Control at Cymax to disregard all earlier emails and cancel the order. She was SO nice and agreed to contact Cymax to find out what was going on for me. Just found out that someone in AD agreed to reinstate the order and authorized shipment. So big time THANKS to American Drew and the rep there who has been SO HELPFUL to me. Will NEVER use Cymax and would recommend others not do the same. When your service is bad to your customers, don't penalize them when and if they complain!!!
***Update 11/8/11 - American Drew has my bed ready to ship. Waiting on carrier. Will Cymax send carrier? I hope so so that the problems with this order are resolved. I have contacted the BBB in Vancouver to retract my BBB dispute to show good will, but we will see. I hope they step up and do the right thing.
***Update 11/8/11 - Cymax refused to complete the order and said the only thing they would do would issue me a refund. I tried pleading my case to a Customer Service Supervisor (I have his name) and told him the bed was on AD's dock ready for pickup. He absolutely refused! I am actually still sitting here typing this stunned that they would not complete the order. He specifically told me it was because I had filed my dispute with BBB. I contacted BBB again and told them I was not retracting. They asked me to send them all of the information I had.
STAY AWAY FROM THIS COMPANY. READ OTHER REVIEWS. I mentioned to him the MANY bad reviews I had read in the last 2 days about their customer service after the sale. He responded that those were from people who had ordered the wrong thing. (Couldn't believe it!) I told him he needed to go online and read them again. The majority are from people with the SAME EXACT experience that I have had with Cymax.