Cymax AKA Cymax Stores Long drawn out frustrating interaction without resolution. no reward for my patience! Bellingham & Web Site Washington

This customer placed an order with our company on 01/26/2008 for a Mirabella Designs Varesa Wood Vanity.

Shortly after the order was placed, our system sent this customer a confirmation email on Sat 1/26/2008 7:07 PM. (can provide this documentation if the Rip Off Report System would allow). It is not possible for this customer to not have heard anything from us as we have sent this email to the email address that she registered on this order.

This customer contacted us on 02/18/2008 for a status update. Our customer service agent Calvin who spoke with this customer at that time obtained the tracking information on the same day, and provided the information. Calvin did NOT promise the product to be overnighted to this customer. It does not make sense for him to make this kind of request if the product in question at this point has already shipped we cannot arrange for any changes in delivery time once the product has shipped out. The reason being is that the product is in a truck amongst other deliveries, any changes to the driver's route will need to be scheduled ahead of time.


On 02/23/2008, we received another phone call from this customer, and this time inquiring on what features are included with the product. Our customer service agent Saied answered the question accordingly. It is not clear to us as to what this customer means when she say same story again. She asked a completely different question during this phone call.

We did not receive a phone call asking for a cancellation.

Our website specifies that the product will be delivered via truck freight. We also posted a clear description of how truck freight deliveries are made:

Standard shipping via common carrier is included in the quoted price. Back of Truck delivery, signature required. Carrier will call to set up a delivery time.
It is your responsibility to inspect merchandise prior to delivery agent's departure.
If the merchandise or packaging appears to be damaged in any way, please note the damage on the freight bill. This will aid in the return/replacement process.
Merchandise cannot be delivered without a signature.


It is not the driver's responsibility to bring freight into house, garage, etc. Drivers do not assist with un-packaging or set-up.

Delivery is not available to Puerto Rico, Alaska or Hawaii.

Please note that this information is also displayed in various places on our websites, on the confirmation email, AND on the pre-check out page before customer confirmed to place her order.


On 02/25/2008, this customer called us once again and informed Calvin that the marble top and backsplash piece is missing from the shipment. At this point, Calvin immediately filed a request for replacements.

Our replacements department have since then been communicating consistently with the manufacturer and the carrier to figure out the best and fastest possible solution for this customer. On 02/29/2008, we resent the replacement request due to no response from the manufacturer on our initial email. On 03/03/2008, we sent another email to the carrier to conduct a dock search and see if the missing pieces were left behind. On the same day, we spoke with the manufacturer and was informed that they can send out a replacement, but it would not be the best match as the back will not line up perfectly. We immediately contacted this customer via telephone and informed her that we are currently conducting a dock search for the missing pieces, and will send out a new top shortly. We explained that the replacement top is compatible, but not a perfect match. THIS CUSTOMER CONFIRMED SHE WILL BE FINE WITH IT.

On 03/05/2008, we contacted this customer again to inform her that we were arranging for replacements, and will try to have one shipped as soon as possible. AT NO TIME DID WE CONFIRM THAT WE WILL OVERNIGHT THE PRODUCT TO HER.

On 03/06/2008, this customer contacted us again and told us that she would like the top to be in a different color we received notification from the manufacturer indicating that the replacement was shipping today and there are no other colors available. We called the customer back explaining that there are no colors available, but we are shipping her a new piece that is compatible with her original purchase. We also explained that tracking will be available within 2 business days. We sent the tracking information to this customer on 03/11/2008, product shipped via fedex on 03/07/2008.

On 03/14/2008, Calvin spoke with this customer and was informed that the replacement came arrived damaged. We filed another replacement for it and this time the manufacturer placed extra padding in the box to avoid damage during transit. The replacement was sent out on 03/19. Again, we never promised to overnight the product to this customer, but did inform her that we will try to ship out replacements as quickly as possible.

On 04/03 this customer informed us that the pipe was defective. Our initial offer to this customer was a $50 credit for inconveniences and to replace the pipe free of charge. At this time, we explained that we will overnight the pipe to her, however she refused this option and demanded a monetary compensation as she had already gone out locally to purchase the pipe for $150. Our company has tried to make the best out of every situation that has been brought upon us from this customer. We have adhered to her every request in a timely manner and have been consistently in communication with her.

At the end, we have agreed to refund her (as per her request) in the amount of $150. Please also note that our company has since then terminated our business partnership with this particular manufacturer. All of the above information can be proven with email documentations if needed.