I ordered bar stools on a Friday and the web site indicated they would ship no later than Monday. I contacted Cymax on Monday to check the status of the order and was told that it couldn't ship that soon and would ship Thursday at the earliest. On Wed. I called and cancelled the order. The rep told me no problem and that the order was cancelled. She inquired why I was cancelling. I explained my reason and was told no problem and was thanked by the rep. Nothing was said about the restocking and shipping charge if the order already processed.
On Friday I received an email stating the order shipped. I phoned Cymax and asked why the order shipped as I had cancelled it. I was told the order shipped on Wed., the day I cancelled it. They couldn't explain why the rep I spoke to when I cancelled didn't tell me it shipped. Shipping records show it was scanned on the delivery truck on Thursday morning, the day after I cancelled. The rep told me my only option was to accept the order and re sell it on EBay.
I called the carrier and cancelled the delivery. I was suspicious as to why Cymax said never refuse the order under any circumstance. Now I know. This way they can rip you off and charge outrageous fees, even if they are at fault.
I spoke to and emailed Cymax several times and they take no blame for the rep telling me my order was cancelled. They said I had to fill out a cancellation verification that they emailed me. I never received such email. The only email I received was a customer survey. The rep only would say I had to pay a restocking and shipping fee, both ways on a free shipping order, as it was out of their hands... Company policy! So much for "the customer is always right"?
My account was charged $954.00 the day I placed the order. They would not give a full credit on their mistake. They charged my account $477.84 for restocking and return shipping fees on an order that I was told WAS CANCELLED. That is an outrageous amount for items that never arrived at my house.
It would seem after reading other stories on this site, that it is a regular practice of Cymax to rip off their customers. It appears that orders regularly "ship" after the customer cancels.
I read that a few Cymax "victims" were able to receive full refunds. Please update your reports as to how you accomplished this, as I get the run around every time I talk to a rep.
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