• Report: #402203

Complaint Review: Cymax Stores

  • Submitted: Tue, December 16, 2008
  • Updated: Mon, March 02, 2009

  • Reported By:jonesboro Georgia
Cymax Stores
1800 1188 W. Georgia St Internet Canada

Cymax Stores SHAKE DOWN MAFIA STYLE Vancouver Internet

*UPDATE Employee: CYMAX RESPONSE

*UPDATE Employee: CYMAX RESPONSE

*UPDATE Employee: CYMAX RESPONSE

*UPDATE Employee: CYMAX RESPONSE

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Orded a stand on 11/09/08 and i received it on 11/25/08. Furniture arrrived damaged, so i refused it and was told by delivery person to call cymax and they would send me a replacement.

On 12/02/08 i called cymax to see when would i get my replacement and was told that i needed to send them the paperwork that the delivery person gave me, before they would send out a replacement. I asked how long that would take and he couldnt tell me exactly how long it would take, so i told him that i would like a refund because the time to get a replacement would take too long. He told me that he would send me a email on my refund. It never came.

On 12/09/08 i called again to see when would i get my refund and was told again that they would send me a email on my refund. Email never came.

On 12/15/08 i called again to see when would i get my refund and finally got someone named Shana on the phone. All she could say was what was pre-written for her to say. She told me that since i received a damaged product that it would be considered a return, even though i wasnt the one who damaged the furniture. She said that i would have to pay for shipping and restocking fees for something that should be handled between them and the delivery company. The delivery company or cymax damaged the product and they're trying to shake me down for their unprofessional companies. I asked her who was her boss and that i would like the name of the president, and address for the president so that i could write a complaint and she wouldnt give it to me.

On 12/16/08 i received a email from Shana.h@cymax.com that my refund would only be $217.96. Also in the email she said that i would have to pay $229.40 for restocking fee, $349.82 for outgoing shipping charge, $349.82 for return shipping charge. What a bunch of thugs. These people need to be out of business. Out of a $1,147 charge for furniture, she said i would only get back $217.96. They sent out damaged furniture and now trying to shake me down for something they damaged. So who ever reads this, say away these people are crooks. Im going to the process now of reporting them and contacting local media. Stay away from Cymax Stores. Stay away from Cymax Stores

Lpson
jonesboro, Georgia
U.S.A.

This report was posted on Ripoff Report on 12/16/2008 09:53 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cymax-Stores/internet/Cymax-Stores-SHAKE-DOWN-MAFIA-STYLE-Vancouver-Internet-402203. 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)

This customer placed an order with our company on 11/09/2008 for a television console. Our manufacturers' products are carefully packaged to withstand the journey from the warehouse to our customer's home: many products are double-boxed and/or packed in cushioning materials to give them additional protection. While we do take measures to prevent any unfortunate mishaps, products are damaged during transit in rare circumstances. When these types of situations occur, our company will take ownership of this, and pay for free replacements to be shipped out to the customer. This is included in our Standard Returns Policy which the customer had agreed to before placing an order with us.

Our Standard Returns Policy states:

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.





The customer completed a replacement request on 11/25/2008. At this time, we had request for the customer to send us the documentation where the damage was noted on. Without this documentation, we will not be able to ship the replacement for this customer. Our logistics agent Eric who had been assisting this customer at the time, explained that the replacement process may have been delayed due to his refusal; however in order to prevent any further delays, it will be very helpful (and a lot quicker) if he send us the shipping document instead of us waiting for the manufacturer to send it.

On 12/02/2008, we received another phone call from this customer demanding us to cancel the order, as he did not wish to wait any longer for the replacement, nor did he want to send us the shipping document.

At this time, our customer service agent reminded him that should he wish to cancel the order, his original refund will be deducted from shipping and restocking fees associated with our Standard Returns Policy. The restocking fee is charged by the manufacturer for inspection of the damaged shipment once the product is returned back to their warehouse.

Our customer service agent advised that he will be receiving an email with the refund breakdown from our Resolutions Department.

We saw that this customer would only a refund of $217.96 out of his $1147.00 purchase should he wish to proceed with returning the product for credit. At this time, we immediately contacted the customer to offer him (once again) free replacements. This is why the customer did not receive the email.

When the customer spoke with Shayna (our Resolutions Department Supervisor), she had explained to him reasons as to why we needed to obtain the shipping documents, details regarding our Standard Returns Policy, reasons why fees were associated and reasons for the costs itself.

The customer agreed to accept the replacement. Since then, Shayna has been in consistent communication with the customer with updates regarding his replacement order. The replacement order was delivered on 01/16/2009. We followed up with this customer to ensure that everything had arrived in good condition. We consider this matter as resolved.
Respond to this report!
What's this?

#2 UPDATE Employee

CYMAX RESPONSE

AUTHOR: Cymax Response - (Canada)

This customer placed an order with our company on 11/09/2008 for a television console. Our manufacturers' products are carefully packaged to withstand the journey from the warehouse to our customer's home: many products are double-boxed and/or packed in cushioning materials to give them additional protection. While we do take measures to prevent any unfortunate mishaps, products are damaged during transit in rare circumstances. When these types of situations occur, our company will take ownership of this, and pay for free replacements to be shipped out to the customer. This is included in our Standard Returns Policy which the customer had agreed to before placing an order with us.

Our Standard Returns Policy states:

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.





The customer completed a replacement request on 11/25/2008. At this time, we had request for the customer to send us the documentation where the damage was noted on. Without this documentation, we will not be able to ship the replacement for this customer. Our logistics agent Eric who had been assisting this customer at the time, explained that the replacement process may have been delayed due to his refusal; however in order to prevent any further delays, it will be very helpful (and a lot quicker) if he send us the shipping document instead of us waiting for the manufacturer to send it.

On 12/02/2008, we received another phone call from this customer demanding us to cancel the order, as he did not wish to wait any longer for the replacement, nor did he want to send us the shipping document.

At this time, our customer service agent reminded him that should he wish to cancel the order, his original refund will be deducted from shipping and restocking fees associated with our Standard Returns Policy. The restocking fee is charged by the manufacturer for inspection of the damaged shipment once the product is returned back to their warehouse.

Our customer service agent advised that he will be receiving an email with the refund breakdown from our Resolutions Department.

We saw that this customer would only a refund of $217.96 out of his $1147.00 purchase should he wish to proceed with returning the product for credit. At this time, we immediately contacted the customer to offer him (once again) free replacements. This is why the customer did not receive the email.

When the customer spoke with Shayna (our Resolutions Department Supervisor), she had explained to him reasons as to why we needed to obtain the shipping documents, details regarding our Standard Returns Policy, reasons why fees were associated and reasons for the costs itself.

The customer agreed to accept the replacement. Since then, Shayna has been in consistent communication with the customer with updates regarding his replacement order. The replacement order was delivered on 01/16/2009. We followed up with this customer to ensure that everything had arrived in good condition. We consider this matter as resolved.
Respond to this report!
What's this?

#3 UPDATE Employee

CYMAX RESPONSE

AUTHOR: Cymax Response - (Canada)

This customer placed an order with our company on 11/09/2008 for a television console. Our manufacturers' products are carefully packaged to withstand the journey from the warehouse to our customer's home: many products are double-boxed and/or packed in cushioning materials to give them additional protection. While we do take measures to prevent any unfortunate mishaps, products are damaged during transit in rare circumstances. When these types of situations occur, our company will take ownership of this, and pay for free replacements to be shipped out to the customer. This is included in our Standard Returns Policy which the customer had agreed to before placing an order with us.

Our Standard Returns Policy states:

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.





The customer completed a replacement request on 11/25/2008. At this time, we had request for the customer to send us the documentation where the damage was noted on. Without this documentation, we will not be able to ship the replacement for this customer. Our logistics agent Eric who had been assisting this customer at the time, explained that the replacement process may have been delayed due to his refusal; however in order to prevent any further delays, it will be very helpful (and a lot quicker) if he send us the shipping document instead of us waiting for the manufacturer to send it.

On 12/02/2008, we received another phone call from this customer demanding us to cancel the order, as he did not wish to wait any longer for the replacement, nor did he want to send us the shipping document.

At this time, our customer service agent reminded him that should he wish to cancel the order, his original refund will be deducted from shipping and restocking fees associated with our Standard Returns Policy. The restocking fee is charged by the manufacturer for inspection of the damaged shipment once the product is returned back to their warehouse.

Our customer service agent advised that he will be receiving an email with the refund breakdown from our Resolutions Department.

We saw that this customer would only a refund of $217.96 out of his $1147.00 purchase should he wish to proceed with returning the product for credit. At this time, we immediately contacted the customer to offer him (once again) free replacements. This is why the customer did not receive the email.

When the customer spoke with Shayna (our Resolutions Department Supervisor), she had explained to him reasons as to why we needed to obtain the shipping documents, details regarding our Standard Returns Policy, reasons why fees were associated and reasons for the costs itself.

The customer agreed to accept the replacement. Since then, Shayna has been in consistent communication with the customer with updates regarding his replacement order. The replacement order was delivered on 01/16/2009. We followed up with this customer to ensure that everything had arrived in good condition. We consider this matter as resolved.
Respond to this report!
What's this?

#4 UPDATE Employee

CYMAX RESPONSE

AUTHOR: Cymax Response - (Canada)

This customer placed an order with our company on 11/09/2008 for a television console. Our manufacturers' products are carefully packaged to withstand the journey from the warehouse to our customer's home: many products are double-boxed and/or packed in cushioning materials to give them additional protection. While we do take measures to prevent any unfortunate mishaps, products are damaged during transit in rare circumstances. When these types of situations occur, our company will take ownership of this, and pay for free replacements to be shipped out to the customer. This is included in our Standard Returns Policy which the customer had agreed to before placing an order with us.

Our Standard Returns Policy states:

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.





The customer completed a replacement request on 11/25/2008. At this time, we had request for the customer to send us the documentation where the damage was noted on. Without this documentation, we will not be able to ship the replacement for this customer. Our logistics agent Eric who had been assisting this customer at the time, explained that the replacement process may have been delayed due to his refusal; however in order to prevent any further delays, it will be very helpful (and a lot quicker) if he send us the shipping document instead of us waiting for the manufacturer to send it.

On 12/02/2008, we received another phone call from this customer demanding us to cancel the order, as he did not wish to wait any longer for the replacement, nor did he want to send us the shipping document.

At this time, our customer service agent reminded him that should he wish to cancel the order, his original refund will be deducted from shipping and restocking fees associated with our Standard Returns Policy. The restocking fee is charged by the manufacturer for inspection of the damaged shipment once the product is returned back to their warehouse.

Our customer service agent advised that he will be receiving an email with the refund breakdown from our Resolutions Department.

We saw that this customer would only a refund of $217.96 out of his $1147.00 purchase should he wish to proceed with returning the product for credit. At this time, we immediately contacted the customer to offer him (once again) free replacements. This is why the customer did not receive the email.

When the customer spoke with Shayna (our Resolutions Department Supervisor), she had explained to him reasons as to why we needed to obtain the shipping documents, details regarding our Standard Returns Policy, reasons why fees were associated and reasons for the costs itself.

The customer agreed to accept the replacement. Since then, Shayna has been in consistent communication with the customer with updates regarding his replacement order. The replacement order was delivered on 01/16/2009. We followed up with this customer to ensure that everything had arrived in good condition. We consider this matter as resolved.
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