• Report: #407638
Complaint Review:

Cymax Stores

  • Submitted: Sat, January 03, 2009
  • Updated: Mon, March 02, 2009

  • Reported By:Greenlawn New York
Cymax Stores
1800=1188 West Georgia Street Vancouver, British Columbia Canada

Cymax Stores Lies, Lies and More Lies Vancouver British Columbia

*UPDATE Employee: Cymax Response

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I was looking for a coffee table, and chanced on Cymax Stores. The coffee table made by American Drew was considerably cheaper than other sites, and the shipping was free.

The order was placed on October 24th, 2008 and the shipping was supposed to be in within 3 business days. After approximately 2 weeks I called the customer service number on their website, and was unable to get through so I left a message and the machine said that a representative would get back to me the following day. Ha!

Never having heard back the Cymax, I called again. After holding for about 10 minutes, I was put onto the "Leave a Message" link again. Not being fooled again, I waited a day or so and called again. I reached a customer service rep who said that the item would ship "shortly".

Needless to say, I did not receive my coffee table shortly. To make a long story short, I called and called and called, and the customer service department, lied and lied and lied. Someone actually had the gall to tell me that the item shipped on what was Thanksgiving Day...

My coffee table finally arrived after I contacted my credit card company and complained. Cymax had been paid for the coffee table within a week of my order. The bank got in touch with Cymax December 18, and miraculously my table arrived just a a day or two before Christmas.

I will never order anything from Cymax again. It is my belief that the only reason I received the coffee table was, because my bank intervened. Attention consumers you need Cymax like the plague!

Greenlawn, New York

This report was posted on Ripoff Report on 01/03/2009 02:55 PM and is a permanent record located here: http://www.ripoffreport.com/reports/cymax-stores/vancouver-british-columbia-v6e-4a2/cymax-stores-lies-lies-and-more-lies-vancouver-british-columbia-407638. 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 has not left us with a reference to their order number or name, which has refrained our ability to conduct proper investigations to defend ourselves against their statements. The following response has been generated from the standard procedures and policies followed when placing an order with our company.

We are an authorized retailer of American Drew products. Typically for this manufacturer, the pre-ship processing time (the amount of time for the manufacturer to prepare the order for shipment) is approximately 5-10 business days. This information is displayed on the website where the order would be placed from. Please see this link for the selection of our American Drew Coffee table (http://www.cymaxstores.com/Common/NewSearch/Search.aspx?page=GRID&free_text|1236033973273=american%20drew%20coffee%20table&ref=/Common/NewSearch/Search.aspx)

Because of the high price point of the product, our company also offers a free white glove delivery service, and the estimated delivery time frame for this shipping method is 5-17 business days.

Our customer service department is opened 5 days a week (7am-5:30pm PST). This information is displayed in multiple locations on our website, as well in the confirmation email that the customer had received shortly after they placed their order.

Our customer service department runs message checks all throughout the day. All messages that are left in the voice mail boxes are distributed and returned on the same day once received.

Judging from this customer's statements, we believe that the item she ordered had been back ordered. If the item was on backorder, we would have notified this customer if she had contacted our customer service department. At that point, an option would have been given to this customer to either continue waiting for the product until it was available, or have the order canceled.

This customer did not seem like she had filed for a cancellation.

Since we are a drop ship company (this is stated on the website as well), we cannot guarantee that the manufacturer will have the products available in their warehouses at all times. In situations when a product is on back order, we will notify the customer as soon as we can, and request that the customer make a decision on how he/she would like to proceed. Our company takes every initiative to ensure that our customers are promptly notified of any changes should they occur on their orders.
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