1/5

posted Dec-18-2009

First time Cymax Customer.

On Dec 3, 2009 I bought a Melissa and Doug Folding Princess Castle as a gift for the coming Holidays. On the webpage it had stated on a side tab: "+25 in stock." So I bought it, and their flawless credit card system charged me without haste.

There was a 7-10 day pre-processing wait time that promised tracking information, so i waited patiently. About the 10th day, as i am checking my account for possible updates, I click on the link to take me back to the product page only to find that they had disabled the page, with a message of: "We're sorry, we no longer carry Melissa & Doug Folding Princess Castle." After hearing that, and 10 days of no updates I am forced to contact them to inquire about my order.

I call and find that indeed, strangely there existed a tracking number for my order somewhere out there. So with tracking number in hand I quietly sat down and waited the 5-7 delivery days.

After about 7 days of no updates via Fedex. With tracking information stuck at: "Initiated." On the 7th day, I am once again forced to call to inquire about my non-updating/non-arriving order.

I call only to find they they are also confused as to why my order had not arrived, and that they'd check up on it after I had to contact them to get them to check up on it. So once again I wait..

But after being put on hold, and then being hanged up on. I decided to end this charade, and cancel my order. I had ordered on Dec 3rd giving plenty of time for the item to arrive. But with it being 5 days until Christmas Eve and no updates/item had not even been shipped. I give up on my belief that Cymax could have done something/anything good about my order.

I call for the 3rd time and receive my cancellation request with a 1-2 business day wait period for a response.

It has been 2 days and no response. So once once again again, I am forced to call them in the morning, because hopefully then I won't have to wait too long on hold if I call right when their phone lines open.

Called at 7am sharp, was on hold for 4 minutes thankfully, Explained situation to one nice person and was transferred to another nice person.

Person said that the 2 day wait period of 48 hours had not passed yet. Since I had called in the request at 5:35pm on Dec 15 with today being Dec 18 at 7am. Guess a few more moments is needed, so I accept and wait once again.

Nice person said I should be receiving cancellation request answer on this day Dec 18.

It's Dec 19 now.. and I have received no email. I shall be calling once again to inquire about my cancellation.

Called again on Dec 21 to inquire about my cancellation, was told that they had contact manufacturer on Friday and was told that item had not shipped, and they were waiting for a cancellation confirmation? But I was told that I would be receiving an email today about it.

It is now Dec 22, and I have received no email. I will call once again in the morning to see if any assistance is needed from my part.

Called twice today. (22nd) Once in the morning and recieved an answer of "email confirmation should be emailed today" for the third time. But as it was nearing 5:30pm PST(cymax support closing time) I call again to see what they'd say now that the end is near.

-I am told that my order has been canceled, and would be refunded within 4-6 days. I find it a bit weird that it states on their website 3-5 days for a refund. But we shall see.. hopefully.

Checked bank today, (24th) and money was refunded after 2 days thankfully. Turn around time was pretty good.

DO NOT BE FOOLED by their awesome web design team. The skill level between the professional looking site, and their actual service is far to none. Every update I received (besides them charging my credit card) had to have been initiated from me.

I highly unrecommended you buying from them, unless you buy directly from them. They are a drop-ship online retailer. Meaning they are the over-sized monkey in the middle between you and what you want to buy if they themselves do not stock it.

Also for those interested here are my wait times for their customer service:
1st time calling: 12 minutes
2nd time calling: 26 minutes
3rd time calling: 34 minutes
4th time calling: 4 minutes
5th time calling: 39 minutes
6th time calling: 14 minutes
7th time calling: 30 minutes
8th time calling: ????

Their customer support team is pretty nice. Props to the Customer Support team for helping me out with me helping them out about my order.

Last time Cymax Customer.

This review was modified by knightk on December 24 2009 07:32:42 AM

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1/5

posted Dec-18-2009

First time Cymax Customer.

On Dec 3, 2009 I bought a Melissa and Doug Folding Princess Castle as a gift for the coming Holidays. On the webpage it had stated on a side tab: "+25 in stock." So I bought it, and their flawless credit card system charged me without haste.

There was a 7-10 day pre-processing wait time that promised tracking information, so i waited patiently. About the 10th day, as i am checking my account for possible updates, I click on the link to take me back to the product page only to find that they had disabled the page, with a message of: "We're sorry, we no longer carry Melissa & Doug Folding Princess Castle." After hearing that, and 10 days of no updates I am forced to contact them to inquire about my order.

I call and find that indeed, strangely there existed a tracking number for my order somewhere out there. So with tracking number in hand I quietly sat down and waited the 5-7 delivery days.

After about 7 days of no updates via Fedex. With tracking information stuck at: "Initiated." On the 7th day, I am once again forced to call to inquire about my non-updating/non-arriving order.

I call only to find they they are also confused as to why my order had not arrived, and that they'd check up on it after I had to contact them to get them to check up on it. So once again I wait..

But after being put on hold, and then being hanged up on. I decided to end this charade, and cancel my order. I had ordered on Dec 3rd giving plenty of time for the item to arrive. But with it being 5 days until Christmas Eve and no updates/item had not even been shipped. I give up on my belief that Cymax could have done something/anything good about my order.

I call for the 3rd time and receive my cancellation request with a 1-2 business day wait period for a response. It has been 2 days and no response. So once once again again, I am forced to call them in the morning, because hopefully then I won't have to wait too long on hold if I call right when their phone lines open.

Called at 7am sharp, was on hold for 4 minutes thankfully, Explained situation to one nice person and was transferred to another nice person.
Person said that the 2 day wait period of 48 hours had not passed yet. Since I had called in the request at 5:35pm on Dec 15 with today being Dec 18 at 7am. Guess a few more moments is needed, so I accept and wait once again. Nice person said I should be receiving cancellation request answer on this day Dec 18.

It's Dec 19 now.. and I have received no email. I shall be calling once again to inquire about my cancellation.

Called again on Dec 21 to inquire about my cancellation, was told that they had contact manufacturer on Friday and was told that item had not shipped, and they were waiting for a cancellation confirmation? But I was told that I would be receiving an email today about it.

It is now Dec 22, and I have received no email. I will call once again in the morning to see if any assistance is needed from my part.

Called twice today. (22nd) Once in the morning and recieved an answer of "email confirmation should be emailed today" for the third time. But as it was nearing 5:30pm PST(cymax support closing time) I call again to see what they'd say now that the end is near.

-I am told that my order has been canceled, and would be refunded within 4-6 days. I find it a bit weird that it states on their website 3-5 days for a refund. But we shall see.. hopefully.

I'll now wait and see til new years if my money is returned.

Checked bank today, (24th) and money was refunded after 2 days thankfully. Turn around time was pretty good.

DO NOT BE FOOLED by their awesome web design team. The skill level between the professional looking site, and their actual service is far to none. Every update I received (besides them charging my credit card) had to have been initiated from me.

I highly unrecommended you buying from them, unless you buy directly from them. They are a drop-ship online retailer. Meaning they are the over-sized monkey in the middle between you and what you want to buy if they themselves do not stock it.

Also for those interested here are my wait times for their customer service:
1st time calling: 12 minutes
2nd time calling: 26 minutes
3rd time calling: 34 minutes
4th time calling: 4 minutes
5th time calling: 39 minutes
6th time calling: 14 minutes
7th time calling: 30 minutes
8th time calling: ????

Their customer support team is pretty nice. Props to the Customer Support team for helping me out with me helping them out about my order.

Last time Cymax Customer.

This review was modified by knightk on December 24 2009 07:32:07 AM

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