2/5

posted Apr-19-2011

Update # 4 5/25/11

The replacement arrived -- and this time it was new. There were spots where the paint was scraped off but it was minimal and it was clear it had to do with the way the manufacturer packaged the item.

The item itself works terrifically and I am very glad I made the purchase.

I am also glad that Cymax instantly dropped the BS once I responded to their initial emails with threats.

Though they repeatedly told me that a replacement had been sent and I would get a tracking number -- one didn't show up day after day. I emailed twice, once getting a response that I would get the tracking number that day and after several days and more emails, finally getting a tracking number.

This delay however in getting the tracking number did not reflect a delay in their shipping it out -- I think because this was all done through Amazon -- the computer that sends out the tracking number did not have access to my email and Cymax couldn't figure out that therefore I wouldn't get the email notification.

But that is just a minor nuisance but it did cause anxiety because I didn't know for almost a week whether they did indeed ship out the replacement.

There also was a screw up with picking up the original one. It came in two boxes and Fed0ex would only pick up one. Another email exchange and another Fed-ex pick up order was issued.

So in the end, my experience was rather mixed with Cymax. But if they learn form their experience with me to modify their customer service -- they could be an excellent store. But people beware of the comment sin the other threads.

I don't know how the "drop-ship" agreements are worked out but I have had many experiences now with online retailers selling products at the lowest prices with drop ship from the manufacturer and getting damaged or used goods.

I am wondering if their agreement is that the manufacturer will bill them a lower cost with an implicit understanding that the manufacturer will send out first the poorest condition of the item and hope the customer won't make the effort to complain. Then if the customer does -- There is all these thwarting tactics.

I have no idea why Cymax decided to respond immediately to my situation instead of continuing their thwarting tactics with me. I assume because I know how to make threats that I can make good on.

Update # 3 4/22/11

Be sure to read what I wrote below originally. Finally, I am able to say that Cymax did indeed respond to my threatening emails and did indeed send out a replacement for the damaged item shipped to me. They finally emailed me the tracking #, I checked on Fedex & it is valid and the item is to arrive tomorrow. Hopefully it will be a new item, not used and damaged as the first one was.

Though I am grateful they responded to my 2nd email promptly, as an attorney, I know how to make threats that are very persuasive (and quite capable of being carried out.) I don't think, however, the average consumer does. So I would still be wary.

So they started with the jerking around email like they send everyone else who has posted that experience here.

But I had 2 advantages:
1. I purchased through Amazon.com, who guarantees 3rd party Amazon Marketplace sellers. Amazon has an interest in enforcing good customer service or banning the seller. Increasingly, 3rd party sellers are finding they need to rely on Amazon to keep their business profitable. Cymax has already accumulated a fair number of complaints on Amazon, exactly the same ones we see here on Reseller Ratings. -- If Cymax doesn't improve their customer service on a consistent basis, they risk being banned from Amazon.

2. I know #1 above and I know how to convey the risk Cymax is at, the measures I can take to put Amazon on their case and my ability to post effectively exactly what they have done.

So I can't say which was the key element to finally get a satisfactory resolution relatively quickly and with only moderate pain: Amazon or my emails drawing on that fact.

There is also a 3rd possibility. Either the Bd of Directors or a CEO (perhaps a new CEO) has decided to clean up their reputation. Perhaps that is true and hopefully so.

But it does not deny that the initial response from Cymax was to suggest the didn't quite believe that I was sent a used and damaged item, that I needed to prove it with pictures and that it would be 2-3 business days before "replacements division" would even be in touch with me.

However, I immediately sent an email indicating I would not expend any more effort than I already had -- unpacking then repacking 2 very big and very heavy boxes and that I already reported them to Amazon and gave them 48 hours to send out a replacement.

The *very* next day (not 2-3 business days or longer, and without any pictures), they responded that they sent out a replacement that day. Though it took a few days to finally get the confirming tracking # they repeatedly promised -- the tracking # does indeed show that they sent it out the very next day.

That is a 180 degree turn-about in customer care.

Let's hope for Cymax that they make that their predominant policy for the future and not their more typical jerking around behavior of the past.

If the subsequent behavior becomes the norm, Cymax will indeed be a very good on-line retailer to purchase from. But only time will tell and it is up to Cymax to reverse its reputation by continued good customer care.

Below is my first post, below my entire post is Cymax's response and then at the bottom of my post is my response to their response.

--------------------------------

DON'T BELIEVE POSITIVE REVIEWS! Most are fake to boost up their continuous 1 star ratings by actual purchasers. Read the one star reviews.
Had the same experience, received damaged goods, sent an email, received an email asking for pictures and that it would take a few days for their "replacement" department to get in touch and if I would send pictures it would "expedite" matters.
No way am I going to spend one more ounce of time and energy on this company except to post reviews where possible to alert other customers.
They sent the damaged goods -- they should do the work of correcting the problem -- not me -- I am the purchaser
Fortunately for me, I bought through Amazon 3rd party market place (I basically won't buy from an on-line merchant any other way) and Amazon guarantees the experience.

So I've given Cymax 48 hours to send out a replacement and an RMA for the damaged one. If they don't, Amazon is going to take care of it and refund my money.

EDIT UPDATE 4/21/11: Cymax Stores comments below that they have taken care of the problem -- they not yet so far.

It has been 4 days and they have promised, twice, that I would receive a tracking number for the replacement item shortly, directly to my mailbox, They sent such an email on Day 2 and Day 3.

On Day 2 I informed them that I did not receive the tracking number and pointed out that because this Amazon Market place -- all communication goes through Amazon Marketplace and not to my personal email address and they do not have access to it.

On Day 3 they responded again with an email saying I would receive a tracking number shortly.

Today on day 4 the tracking # still has not showed up. I emailed them that info again today.

I ordered on line to save myself the time of travel and picking it up at a local store.

This transaction, in terms of emails, opening up and packing up the damaged item, etc. has cost a lot more in time than if I went to the store.

I will update again if anything new transpires.

**They say the issue is closed**; it is NOT closed.

Until I get a tracking # from a carrier and/or receive a new item unused and undamaged, it is still an open issue -- no matter what they report here.

This review was modified by Justitia on May 25 2011 10:25:36 AM

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1/5

posted Jun-04-2007

I ordered several Avantro thermos products (over $100 worth) from Cooking.com which were "in stock" and "usually ship within 2-3 business days." An immediate confirming e-mail stated the items would ship "shortly." A week later, nothing. I e-mailed them, they e-mailed back that they requested a tracking number from the vendor but I had to wait 2 more business days just for the *request* to be processed!

I then called them and spoke to a supervisor who said Cooking.com's contract with the vendor of these items is to deliver in 7-14 business days, that "in stock" means in stock at the vendor, not Cooking.com. That means Cooking.com KNOWS it can be as late as 10 business days or even more before it even ships. But they don't give that information on their site (e.g. stating "may ship between 2-10 business days.") This is completely misleading and contradicts the implications of their site and e-mail. Furthermore, their "expected" delivery date, even now, is beyond the 7-14 business days they claim is their contract with the vendor and is only an "expected" delivery date. This means it will be literally 3 weeks after I placed the order, *if* I get it by then. They claim that the expected delivery date was displayed when I checked out, which it was not. But even if it was and somehow I missed it, (it is currently in tiny typed red letters on their website record of my order), it contradicts everything they say and imply on their site and e-mail. One of the items was for a present to take on a trip, which is not possible now.

Cooking.com would do nothing to expedite the shipping; they would not even call the vendor to ask them to at least send it out even by UPS Ground, which would have meant I could have it delivered to my trip destination and still have the present. They refused to do anything but cancel the order and they would only do that because it hadn't shipped yet! I said no because at this point to start over again with another vendor would only delay my receiving the items even further.

Given the complete unhelpfulness of the supervisor who argued that "shipped shortly" is subjective and "it could mean being shipped in 1 month"! I would NEVER order from this company again.

They say 100% satisfaction on the site, but they certainly make no effort to do so.

This review was modified by Justitia on June 04 2007 05:57:35 PM

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