Cymax Stores Lies, Lies and More Lies Vancouver British Columbia

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.