• Report: #274917
Complaint Review:


  • Submitted: Mon, September 17, 2007
  • Updated: Wed, November 07, 2007

  • Reported By:Redondo Beach California
cymaxstores.com Vancouver, British Columbia Canada


*Author of original report: Update 11/07/2007

*UPDATE Employee: Cymax Response

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I purchased 4 pieces of bedroom furniture online on July 7, 2007. I spent over $700! I rec'd the furniture (mfg by South Shore in Quebec) in approx. 2 weeks. Every piece was damaged or pieces were missing or there were 2 right panels and no left panel, etc.

Cymax instructed me to contact South Shore for "replacement parts" and so I did initially. But as I opened each box it became apparent that there were far too many damaged pieces to replace. In following Cymax's policy of "NO REFUNDS" only REPLACEMENTS, they shipped me an entire new set of furniture.

Another 3 weeks passes (now we're 1+ month into this hassle) and I get the new furniture. It's damaged as much as the first shipment, if not more! I now have 8 huge boxes of furniture in my home that I cannot use, and I'm out $700+!!

I sent pictures of all of the damage so Cymax could witness the damage for themselves. I've talked to more than 5 people in their Customer Service department, they just pass me off to the next CSR! Each CSR has been very pleasant but they don't have any authority to make decisions and the owner "SHIMA" does not appear to give one iota about Customer Satisfaction.

I contacted my bank all along and periodically filled them in on the trouble I was experiencing getting Cymax to refund me my money since they were not able to deliver undamaged goods to me. My bank was very understanding! I kept telling the bank that I wanted to give Cymax a little more time to make it "right" and refund my money.

It is now 3 months later, I am still hassling with CYMAX so I finally called my bank to dispute the charges and the bank is going to credit my account the money!!! YAY! I also reported them to the Washington State Better Business Bureau.

The first shipment of 4 boxes was finally picked up by FedEx last week, but I still have 4 more boxes (the replacements) that are taking up space in my home. Cymax promised to get back to me last Friday morning to let me know when FedEx would be coming to pick up those boxes but here it is the following Monday and I have heard nothing from Cymax - as usual.

So as of today, I'm still waiting for a refund of the $700+ I spent on July 7th, I still have damaged furniture that I cannot use, and frankly, I'm just fed-up with all of this hassle...I have better things to do with my time!

In contrast to Cymax, I purchased another piece of furniture (that matched the set I bought thru' Cymax) from an e-Retailer called "Bedroom-Furniture-Direct" and I rec'd damaged furniture. They sent a replacement immediately. It too was damaged. They gladly refunded me my $245 within a few days! I would not hesitate to buy from them in the future, they have good Customer Service!

I buy from Overstock.com all the time and I have never had this kind of bizarre and never-ending bad experience. CYMAX is a RIP-OFF! BEWARE!

Ripped-Off Consumer
Redondo Beach, California

This report was posted on Ripoff Report on 09/17/2007 10:59 AM and is a permanent record located here: http://www.ripoffreport.com/reports/cymax-stores/vancouver-british-columbia-v6e-4a2/cymax-stores-buyers-beware-youve-been-forewarned-3-months-of-hassles-still-274917. 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 Author of original report

Update 11/07/2007

AUTHOR: Kathy - (U.S.A.)

Update: 11/07/07

It has officially been 4 months since I made my original CYMAX purchase on 7/7/07. On 10/3/07 I filed a "Merchant Dispute" with my banking institution. I rec'd notification from my bank that they investigated my claim and found the evidence overwhelmingly in my favor.

I sent an email to CYMAX on 10/31 to that regard and also because I had not heard back from them since email communications on 9/17/07 when they informed me that they were in talks with FedEx regarding the claim. I rec'd an email from CYMAX today (11/7) letting me know that South Shore (the mfg.) had agreed to give me a full refund.

In CYMAX's rebuttal to my entry here in Rip-Off Report, in my opinion they imply that they have somehow gone "above-and-beyond" by getting me a full refund. That would infer to me that their "Satisfaction Guaranteed" disclosure statement on their website doesn't mean much because in my particular case I followed ALL of their procedures and policies and they were not able to deliver undamaged goods to me (with 2 shipments) guaranteeing my satidfaction. The burden should not have been placed on me for 4 months; I am the consumer and I adherred to all of their policies and penalizing me by making me go through this 4 month arduous process seems to be "Bad Business Practice" in my humble opinion.

In closing, to say something positive about my experience with respect to dealing with CYMAX, I can say that every person I dealt with was kind, never rude or abrupt and they tried to be helpful to the best of their ability.

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#2 UPDATE Employee

Cymax Response

AUTHOR: Cymax - (Canada)

This customer has been issued a full refund on their order, however refunds are not part of our usual policy for damaged items.

Our return policy, which all customers agree to before placing an order, states that replacements will be issued free of charge, or the customer can return the items and be credited accordingly. As an exception, Cymax has issued a full refund to this customer, however this was delayed as a shipping claim had to be filed with FedEx and concluded before the refund could be issued.
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