My last email to cymax~

Hello,

Thanks for getting back to me, I really do appreciate it. It has been extremely difficult working with your company. I had tried to cancel my order over a month ago, soon after I submitted my order. I contacted Walmart to find out how to cancel, and they directed me to contact Cymax directly. I tried calling Cymax multiple times, wasn't able to get through. I opted for the call back option, no one ever called me back. I tried this at least 5 times. I want to emphasis that through those attempts on different days of the week, no one called me back. Since calling Cymax wasn't effective, I then went to the cymax website and tried to cancel my order. When I tried logging in to access the "My Account" features, I wasn't able to log in. The purchase confirmation and order details I received from Walmart did not work on the Cymax site. So I couldn't even log in to cancel if I wanted to. Soon after that, I emailed cymax directly inquiring about the order and how to cancel. In that email I included the order details I received from Walmart, and Cymax replied saying that they did not recognize the order information. At that point, I recontacted Walmart, and then they redirected me back to Cymax. I got the run around. No one from either companies had any helpful information for me. I wasn't able to log into my cymax account to cancel the order, because the disconnect between Walmart and cymax. I couldn't get through cymax when I called. All my email attempts where practically useless, because no cymax representatives were consistent in their follow ups with me.

Overall, I blame cymax & Walmart system. It was faulty, didn't get access to my order for the cymax account from the initial purchase. If I would have had access to Cymax online account, I would have been able to login and cancel the order myself. Because of this, I don't think it's fair that I should be responsible for the restocking fee. I tried so many times through a variation of contact attempts to cancel this order in the time allotted.

For the reasons stated above, I'm continuing my case with Paypal for the chargeback. I would be happy to cancel the chargeback for a full refund. But under the circumstances, it's not fair that I'm penalized with $150 restocking fee that could have been prevented if your system worked better.

If the chargeback doesn't work out in my favor with paypal then I will open the case back up with cymax. I really don't want to pay the $150 restocking fee because it's not my fault. In the case that I can't get my full refund through paypal, I would consider reporting this to the BBB or any other source that could help my case.

Thanks again,
K. E.

I purchased this desk last summer, after just purchasing my first home. I will start off by saying that the assembly instructions for this product are very difficult to decipher and are based solely on vague illustrations. I work full-time in an emergency department, so I hired someone to assemble the desk for me on the second floor of my home. It took them hours to assemble and right as they were attaching the last piece, they realized that there multiple areas of damage on the desk (corners cracked off or peeling off). I called Cymax the next morning and spoke with one of the representatives (unfortunately I did not ask for his name, and this was a big mistake on my part). I explained the situation to him and asked if their company could send me replacement parts for the two damage pieces, as I otherwise intended to keep it. The representative reviewed the pictures of the damage that I emailed to the address that he requested, and then called me back to inform me that they did not have the spare parts and therefore would not be able to send replacement parts to me. He reassured me at that time, that since it was damaged and I had already invested the time and money into assembling it inside the second story of my house, Cymax would issue a refund to my credit card for the cost of the desk. I specifically confirmed with him that I was not going to be expected to disassemble the desk and return it to them, as that would not be practical or feasible for me, and he assured me that I would not since this would also pose additional expense to them to ship it back to their warehouse when they would have to discard it anyways. Satisfied with the customer service I received at the time, I went ahead and purchased new supplies from Home Depot to try to salvage the damaged desk and paid the same people who assembled it to remove the damaged pieces and replace them with the newly purchased ones. This required quite a bit of time, as the damaged piece had a pre-drilled holes in them to accommodate the screws, so that required making those same holes in the new piece of wood I had to purchase as a replacement.

A few days went by and I have not seen The refund show up on my credit card statement, so I called Cymax again to inquire about the status. I spoke with a different representative this time, who took down my email and advise me that someone would look into it and contact me. From that point forward, Cymax denied ever telling me that they would issue the refund and insisted that if they were going to credit the cost of the damaged desk back to me, I had to provide proof to them that I donated it to a charity. Despite my attempts to reason with them about how ridiculous that was, they refused to honor my previously promised a refund or work with me to come up with an alternative fair solution. I am absolutely appalled that after I was already told that I would be refunded without any further action on my part, and had invested the money from my own pocket to repair the desk and spent countless hours fixing/putting it together- that Cymax would even suggest the idea of me taking the time to disassemble the entire thing again, carry all of the pieces down from my second floor, transport them to a charity, and then mail them a letter proving that I donated it. And on top of that, essentially losing the money that I had spent at Home Depot to fix their damaged product.

I filed a dispute with my credit card company, and spent at least two months going back-and-forth between them and Cymax until it finally just was not worth it anymore. So currently I have the desk in my home, rebuilt with supplies from Home Depot, and still with small signs of damage around the corners because the white top layer is peeling. I was truly discouraging to go through this experience, as I am a young career woman who just purchased her first home, and this is one of the first experiences that I had while trying to furnish it.

I highly discourage anyone from purchasing furniture from this company, as they clearly do not stand behind their product and do not value customer service or satisfaction. I have had many friends and family visit me in my new Home, and they always ask where I purchased all of my furniture. I have referred them to all of the stores and vendors that I used, except this one. I warn all of my friends and family not to shop at Cymax- the comparative prices may look appealing online, but what you get in return simply is not worth it.

They are a $#*!ty company. Sent me a damaged itesm AFTER confirming cancellation and still charged me for it - STAY AWAY!

Do NOT buy from them. What a joke!