Complaint / review text:
I ordered a platform bed with headboard from cymax stores in August 2011. A week later, at the end of the day on Friday, too late to call, I get an email saying that the furniture I ordered is not in stock and is not estimated to ship until the next week some time. I wait until Monday morning and call to inquire about why I have not received my order and when I should expect to. I was told by the representative, Bobby, that the item was on back order but the manufacturing company did not make that evident on the ordering site. Bobby told me I could cancel the order since it was still on back order and would not be shipped anytime soon. He put in the request for cancellation and told me there would be no problem with it going through.
I proceeded to look and order another bed set from Amazon. That very same Monday afternoon I receive an email from Cymax saying my order has been shipped. I call the store back and inquire about how an order I was told was on back order, and cancelled, would not suddenly be available and shipped. I was told that the cancellation request was denied and it was too late to cancel because it was in shipped status. I spoke with the manager informing him of the call I made earlier that morning and that I had already cancelled the order with them, and bought another with the assurance that the Cymax order was not even available and cancelled. I was told that they were sorry but there was nothing they could do.
I call my credit card company and put in a dispute on the charge, and it was credited back the card. I received my Amazon bed set a couple of days later, and then came the Cymax bed set at the end of the week on Friday. I called Cymax once I received it and told them that the order was cancelled and that they needed to come pick the order back up. I was told, by the same Bobby from Monday, that they would, he gave me a return authorization number to write on the two boxes, and said they don't normally pay for return shipping but because of the situation they would go forward with it. Bobby told me, after placing me on hold to talk with a supervisor or manager, that Cymax would contact UPS shipping to schedule the pickup of the order. He told me to expect to hear from UPS or Cymax later that day, but I never did.
I waited until Monday morning and called UPS to inquire about a pickup order being setup for my residence, and was told there wasn't one. I then called Cymax and spoke with a woman who told me that Cymax would not be paying for the return shipping and that I was misinformed by Bobby. I spoke with her manager, Alec, who said he understood the situation and would look into having the return setup, once he spoke with Bobby and the Returns Dept. He gave me his email address and said he would look into it and get back in touch with me about it the next day. He did not reach me the next day like he said. I emailed him to ask about the update on the return shipping, and he returned my email that he had not forgotten my account issues and would be in touch. I never heard from him again. I called to speak with him a couple of days later and was told he was not in yet, but I could leave a message, which I did, asking him to call me regarding the shipping issue. I never heard from him.
I received email from the return department saying that I needed to return their items or time would run out and they would no longer be eligible for return. I managed to get the two super heavy boxes into my car along with my child, and mapquest the location to bring them for return. I drove there and had one of the men there help me with removing the boxes from my car. He told me that they do not give receipts to customers because they don't normally have customers drop off items, only delivery companies. I contacted them later that same day to confirm that the return was put in the system, and the man I spoke with said that it was put in as a return by the customer. I was told that I had 10 days to return the items in order for the charges to stay off my card, and that was why I brought them up to the return center that day.
However, my card was recharged for the cost of the bed set that was returned and now is beyond the time frame/limit for return or refund. I have contacted my card company, who told me I would have to inquire of Cymax if I can have my refund in the form of a check since the charge cannot be reversed or credited back at this point. I have attempted to call the return center to confirm that they received the items and try to find a way of getting a email receipt or paper receipt from having brought it up there, and had to leave a message because they don't open until 10 am. I left another message after 12 noon, and still have not gotten a call back.