• Report: #362468

Complaint Review: Cymax Stores

  • Submitted: Wed, August 13, 2008
  • Updated: Fri, October 03, 2008

  • Reported By:Los Angeles California
Cymax Stores
1800-1188 West Georgia St. Vancouver, Other Canada

Cymax Stores BEWARE, CYMAX IS A SCAM Vancouver Other

*UPDATE Employee: Cymax Response

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Ordered a futon through morefutons.com (owned by Cymax Stores) on 8/4/08. They billed me on 8/8/08. Of course online the information stated that the item would ship within 5-7 days. After 9 days, I called asking for any tracking/shipping info they might have. I called on three separate days, and on each subsequent day, the customer service representative (Stephanie, Jason, and Donahue respectively) all told me the same thing - they could not contact the manufacturer for any kind of shipping info. Alarms went off in my head at this point.

I googled "Cymax Stores" and of course a large number of reports came up about Cymax shipping items months late, shipping damaged items, and not replacing or refunding orders. I called Cymax again stating I wanted to cancel my order. Of course the representative gave me some b-s answer about having to check with the manufacturer to make sure the order had not shipped, otherwise he would have to charge me for a return. I laughed and told the guy to literally f-off and give me my money back. I then called my bank and filed a claim.

Buyers - this is a scam business. They will take your money and make up a web of lies about your order in order to scam you into thinking there is a problem with shipping or other things.

Do your research: Google "Cymax Stores". Check out the terms and conditions portion of their site: its all jumbled, shady, and makes no sense.

While the site looks legitimate on the surface, it is in actuality a huge scam.


Los Angeles, California

This report was posted on Ripoff Report on 08/13/2008 12:13 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cymax-Stores/Vancouver-Other-V6E-4A2/Cymax-Stores-BEWARE-CYMAX-IS-A-SCAM-Vancouver-Other-362468. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Cymax Response

AUTHOR: Cymax Response - (Canada)

Since this customer has not provided any order reference information, we are unable to look up the account and provide a response specified to our case. There is insufficient information provided to our company that allows us to justify what had happened with this individual's order. However, we will try to respond according to our general business actions and practices.

All of our websites displaying the products will indicate an estimated "pre-ship processing time", which is the amount of time that the manufacturers usually take to prepare the order for shipment. We do inform our customers that this is an estimate time frame only -- we do not guarantee that products will be shipped out within this time. The reason being is due to the fact that these products are shipped directly from the manufacturer. We do not have control over their daily warehouse activities, nor are we able to oversee the number of orders they have in their system which may cause an influence in the priority of shipments that go out. Therefore, should an order be delayed, our company ensures that we do provide immediate updates for our customers as soon as we receive updates from the manufacturer. This is standard practice for most ecommerce companies.

All of our customer service agents are professionally trained, and on a consistent basis. We do not advise our agents to inform customers that there isn't a way for us to contact the manufacturer. When customers call in to inquire on the status, we generally explain to the customer that we will need to contact the manufacturer for an update. Depending on the rate of response we receive from the manufacturer, sometimes it may take up to 24-48 business hours. This we inform our customers as well.

When the name "Cymax Stores" is googled, the second and third result shows up as hosted from this website and also on pissedconsumer. The way Rip Off Report or Pissed Consumer increases traffic on their sites with Google is of their intention which is really beyond our control. We do not think that we are given the proper measures to even fairly address our customer's concerns through the two above hosts mentioned.

Our Standard Returns Policy, as stated on our website entails:

Your satisfaction is what counts at CymaxStores. If, for any reason, you are not satisfied with your purchase, we will gladly accept your return or exchange on most brands within 30 days. Please contact us toll-free at 866-740-9830 for further details. Please note that certain items are considered special orders by the manufacturer, and these products may not be returnable.

Return shipping is the responsibility of the customer. While we offer free shipping for most of our products, the original shipping charges and handling fees for the returned item(s) will be deducted from the refund. In addition there may be a restocking fee which will be deducted from your refund should you wish to make a return. If the item is refused and returned to the manufacturer, any return freight costs will also be deducted from the refund.

For products that arrive damaged or out of error or cannot be fixed with replacement parts, CymaxStores will pay for a replacement to be shipped if the damage, shortage or mis-shipment is properly signed for. If damage, shortage or loss is not signed for, the manufacturer may not be able to ship replacements. Please consult our replacements policy for further details. If the customer does not want parts or a replacement unit, the product may be returned for credit as detailed above.

All canceled orders will be confirmed by CymaxStores in writing: if you have not received a confirmation, your order has not been cancelled. Orders that have been shipped cannot be cancelled and costs for round-trip shipping will be deducted from refunds if orders are refused. Orders that are refused are still considered returns, and as such, the restocking fee and shipping costs both ways will be incurred as detailed above.

Any order that is refused or returned because the customer does not like the product, no longer wants the product, or believed the order was cancelled is considered a buyer's remorse return', and credit will be issued as detailed above.

All credits for returned items will be processed once the products are returned to the distribution center.

If you have any questions regarding our return policy before or after placing an order, please contact our customer service department at toll-free 866-740-9830.

On the pre-checkout page before the customer confirms to place an order, our system implements a mandatory step which requires the customer to check a box that indicates he/she understood, acknowledged, and agreed to our Standard Returns Policy. This information is also emailed to the customer shortly after the order is placed. Should a customer wish to cancel the order before it ships, we provide all the necessary measures to do so.

Because we are not able to look up this customer's order, we cannot presume what the outcome of the dispute with this customer's credit card company was. However, we can ensure that all proper steps and procedures we have highlighted in this response are true, and can be verified by simply logging onto our website.

For anyone who is influenced by this customer's remarks about our company, please consider the fact that our company is negatively affected through these mediumsour and have no way to justify our business fairly and accurately. The ownership to prove that we are a legitimate company is on us. But how can it be fair if we cannot make specific references to back up our statements regarding these complaints?

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