ComplaintsforAosom Canada Inc

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 25,2023 I purchased a couch of the aosom.ca website. This was my first order from them. Upon recieving my couch I noticed immediately the website description was completely wrong and misleading. The color was a completely different color - beige not white as advertised. The construction was poor and the fabric was completely different than advertised. It is listed as a velvet, it is a linen like texture. Regardless, they offered a discount of only $80. It was purchased for $550. Now, about 5 months later the couch has collapsed. My 5 year old daughter nearly smashed her face on my coffee table when she sat down and the couch flipped forward because the cheap constructed support underneath the couch snapped. I now have a 5 month old couch that is completely broken and we cannot use it due to safety reasons. It can also not be fixed. I contacted aosom showing them images and describing the situation. They kept repeating, the product is past the 90 days and they cant do anything. I feel it is their responsibility to not sell cheap products that could seriously injure someone. We have barely used this couch and we are very gentle with our furniture. So i cant imagine how fast it would have broke for people who are much rougher. I am a single mom and told them i cannot afford to spend this much on a couch and throw it out 5 months later as i have no money for replacement. They would not offer any help. Any refund or compensation. I think its completely unfair as im only 2 months out of warranty. Most furniture companies offer full 1 year warranty or more so they must do this purposely and only offer 90 days warranty knowing their products wont hold up. I also bought a cat tree and two chairs off them and they have also broke and fallen apart. I just want my money back and i will delete my account with them and never order from them again.

  

  Business response

  30/04/2024

  Hello,
  I hope this email finds you well. I am writing to confirm that the item in question has been thoroughly reviewed, and a refund was processed on April 10, 2024. Despite the expiration of the item's warranty, we have made an exception and proceeded with the refund as per our commitment to customer satisfaction.

  The refund was issued back to the original method of payment as per your request. However, I understand the importance of having proof of the refund transaction. I assure you that once our finance department forwards the receipt, I will promptly attach it to this email for your records.
  Please feel free to reach out if you have any further questions or concerns regarding this matter. We value your satisfaction and are committed to providing the best possible service.
  Thank you for your understanding and patience.
  Best regards,

  Aosom Canada. 

• Initial Complaint

  13/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  The product is from ********, via Aosom. First of all they got my order wrong and were preparing to send me a kitchen island and not the greenhouse I ordered. Sorted that out and they sent me the greenhouse which was shipped October 26th and arrived a few days later. I have to say it is way more flimsy than expected. However, I began to assemble the greenhouse, even though the instructions are unintelligible. I attach an image for you to see. I immediately discovered frame parts missing and when I complained the company did send replacements. Again tried to assemble the frame only to discover several frame pieces had no holes and so it was impossible to connect them together. Piece 9 ** *** ******** ************* ***** was one of them. Also discovered more missing pieces along with the ones missing holes. Complained again. They wanted me to do complete inventory of all the parts which I did and sent them a list of missing or defective pieces (******** *****) Company sent replacements which arrived today, and on opening it just now the first thing I discovered was that the pieces replacing those without holes also had no holes. So it is impossible to build this. I have written requiring them to collect this mess and issue a refund. However I have no doubt they will 'require things to be in the original packaging'. Given that this is an outdoor project and so I was working outdoors and that we have had copious amounts of rain, the cardboard packaging is no more. Therefore I am writing to you now for two reasons: 1) to warn others not to buy from these people and 2) I wanted to get this on record now in case this becomes even more difficult to get my refund because I no longer have the original packaging. ************* **** ***** **** ****** *** **** ****** **** ******** ********** **** *** ******** *** ********* ***** ** *** ****** **** ***** **** * ***** ****** ****** *** ******* ******** *****

  

  Business response

  24/11/2023

  Hello,
  
  We are truly sorry to hear about what happened to the item and for the negative experience.
  This issue and item was resolved by means of a refund back on November 16, 2023. Please see attached screenshot of the refund. 

  Again, we apologize for the inconvenience this may have caused.
  Thanks,
  Aosom Canada. 

  Customer response

  30/11/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as regards refunding my money.  However it doesn't address the extremely poor quality of the product, the incomprehensible assembly instructions and the lack of information to assist from their customer support
  
  Sincerely,
  ****** ******* ****

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a ****** dog bed advertised as suitable for dogs weighing 110 lbs in May. My 63 lb dog has been using it since mid June and it is falling apart at the seems under her weight. The item has been falsely advertised. I have contacted both the retailer, ****’s, and ****** directly and all they seem to care about is the 90 day warranty. I would normally agree with that but this bed was falsely advertised.

  

  Business response

  04/10/2023

  Hello,

  We are truly sorry to hear about what happened to the item. 

  As per Aosom policy and stated in the website, there is a 90 day warranty on all of our products. Your item is no longer under warranty.

  However, we would like to provide you solution to this issue by giving you a full refund due to incorrect information regarding the weight requirements.

  Also, can you please provide us photos of the damage in order for us to document this as well. You can attach photos from the BBB portal.

  Once we have that information, we will proceed with your refund.

  Thank you for your patience and understanding.

  Regards,

  Aosom Canada. 

   

  

  Business response

  12/10/2023

  Hello,

  I hope all is well

  We understand that you were not entirely satisfied with the product you received and for the incorrect information stated for the product, and for that, we sincerely apologize. 

  We have successfully processed the refund  and he funds should be returned to your original payment method within 3-5 business days. To ensure the safety of your dog, kindly dispose the item to avoid accident.  

  Once again, we apologize for any inconvenience you experienced with our product, and we appreciate your patience and understanding.

  Thanks,

  Aosom Canada. 

  Customer response

  18/10/2023

  Good morning. Today is the 5th business day and I have not received a refund as the company promised. Just giving you the heads up as I don’t know what to do from here. I will let you know should it come through. 
  
  Trevor.

  

  Business response

  26/10/2023

  Hello,
  I hope all is well. 
  We are very sorry if the refund still not reflected back to your credit card. We have processed the refund from our side and ****'s should have processed your refund from their side as well. Not sure by this time it should have been refunded already. Please check again and let us know.

  Thanks,

  Aosom Canada. 

  Customer response

  27/10/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have not received any refund from ****’s to my method of payment. I would ask that the business follow up with ****’s to find out where the refund is.
  
  Sincerely,
  
  ****** *******

  Customer response

  02/11/2023

  Refund received.  Thank you so much. 

• Initial Complaint

  28/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date purchased May 11 2023 $208.25 We bought a 3 piece wicker coffee set from Aosom. One of the chairs has fallen apart and the other one is failing as well. The set is on a covered deck and only used occasionally. Aosom will not provide a replacement since it’s outside their 90 day warranty period. It’s two weeks past the warranty period. The brand is ******** which is a Aosom brand. I expect they are not rectifying the problem as this is common with their products. We are just looking for a replacement that will not fall apart.

  

  Business response

  07/09/2023

  Hello,
  We are truly sorry to hear about what happened to the item.
  Here at Aosom, our policy is to service damaged items, defects or any malfunction of the products if it is still within 90 days of warranty. The product was purchased back in May 12, 2023 and got delivered on May 15th and warranty was expired on in August 15 2023.  Therefore, the product is no longer under the warranty and was over by 2 weeks (Aug 28th) when we were contacted.  We are very sorry, we are unable to proceed with the request.
  Again, we apologize for the inconvenience this may have caused.
  Thanks,
  Aosom Canada. 

  Customer response

  08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  The product was purchased as a gift for my wife, so it wasn't even assembled and used until June 25. I was told by the company Aosom that this is irrelevant. Aosom clearly sold a defective product supported by the fact that both chairs have failed since purchased. Also I have discovered that the manufacturer of this patio set is also ******** an Aosom corporation, which likely contributed to the fact they will not exchange or refund the product. 

  Do the correct thing and back your product.

  Sincerely,
  
  ***** *********

  

  Business response

  22/09/2023

  Hello,
  We understand your frustation regarding the issue of the item. We are more willing to help but as we have reiterated from the previous email that the item is no longer under the 90 day mark of warranty policy. 
  
  This is also clearly stated from our website that any communication past the milestone marks of the warranty (30 day for return and 90 day warranty mark) are not covered by this warranty.
  
  Again, we apologize for the inconvenience this may have caused.
  
  Thanks,
  Aosom Canada.

• Initial Complaint

  17/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the ******** 10' x 7' Pergola through ****** Canada at a price of $409.99 on May 9, 2023 which was delivered on May 15, 2023. When I assembled the item on or about June 2, there was a part missing. I proceeded to advise ****** which they in turn set up an email message on my behalf to Aosom which I never received an answer to. It's three months later and I am advised by Aosom that the part is on back order and they do not know when it will be available; I also advised them that another part has rusted - there is a total of 15 pieces to the particular part and again I am advised that they are on back order and the resolution they offered was a $60 reduction to purchase the parts (the 15 pieces) in a local store, which I refused and the alternative was for me to repack the Pergola which of course the original packaging was no longer available or accept the offer. After three or four emails back and forth they offered me $100 for an item I paid $409 (plus tax) or return it and find a box at my local post office which I advised was not an option. It is impossible to reach this company by phone and every response I received by email was from a different person. Can you please help me resolve this issue. I am a senior citizen and I do not have the means to through away good money or find packaging for this item.

  

  Business response

  08/09/2023

  Hello,

  This issue was resolved on August 18, 2023 and was closed.  Customer agreed and accepted the $130 discount and kept the item as is. Discount was returned to the customer original method of payment.

  Thanks,

  Aosom Canada. 

   

• Initial Complaint

  14/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of transaction was July 21 2023 from a company called Aosom Canada where I purchased a shed from them online through ****** app. I believe this company is doing ng nothing but ******** ****** sending them broken items, missing pieces or even just dropping off complet junk and charging them for the item and then they claim they can't refund you until they get the item back but like in my case they never even dropped the shed off just metal panels no hardware not even what I ordered and then they just continue to *** about the pick up so they never have to give the refund. They have been jerking me around for weeks now and a quick look online shows they have done this over and over again and are just using my ****** now to hide and continue selling ng products. Please help.

  

  Business response

  14/08/2023

  Good Afternoon 

  We apologize for the inconvenience this situation has caused

  We have provided you the return label and scheduled the pick up for you to conduct between August 14 and 15th

  Your tracking number: ************ Your pickup confirmation number: CPU424332241 

  Once the item has been received back at our warehouse we will process the refund 

  Thank you
  Aosom Canada

  Customer response

  15/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  They have already **** about pick up dates 3 times prior to this trying to waste time and no fulfil the return. Also after I informed the company I had called ***** and they had no pick up dates at this address that is when they sent that label as you can see the date! If you would please look at the weeks of conversation with this company you can easily see that and now ***** has already been here and stated they can not pick up this item, the state the package was in when it got here I am surprised it was capable of them delivering it. Now I had also attempted to write reviews about this company and its products on ****** to warn people about this and ****** has taken down my review. After finding out this wasn't ****** and that it was a third party company I looked into this company rather then just on ****** and it really does appear that this company of hiding through ****** to continue selling product that is missing parts and broken and doesn't work and then never refunding the costomer.

  I have even offered to drive the return all the way from Stratford to Oshawa where they are located to resolve all this of the company would just give me the shipping coast to cover the gas and they refuse. **** ** ******* * **** ****** **** **. I can't afford another shed till I get this return and all my stuff is just sitting in the drive way and I waited a month already for it to get here and now a month trying to get my refund and get this mess out of my driveway and they are no help at all. Even that label they sent I still followed their instructions but i asked them why they are doing this as ***** has been here already and said they can not pick up this item and they refuse to answer they know they are just wasting time trying to avoid the refund. 

  

  Business response

  20/09/2023

  Hello,

  We apologize for this incident that the pick up for the item never happened. 

  As of today, we have arranged with ***** to pick up the package under tracking ************ and ***** label was attached to the original emai.

  Please see today's email from our representative to the customer. Once the item is returned, refund will be processed.

  Thanks,

  Aosom Canada. 

  Hello,
  Thank you for your email.
  I have created a new label for you. Tracking number ************.
  A Ground pickup has been scheduled for 09/20/2023 between 08:00-18:00 at:
   
  **** **** *** ***** ** ***** ********** ** ******* **  
  For your reference, the pickup confirmation # is ************* 
  

  Customer response

  21/09/2023

  
  Complaint: ********
  
  I am rejecting this response because: this matter is still continuing!!! This has been months of trying to get my refund for something that never even arrived!!! A bunch of bent metal in ripped up packaging is not a shed in any way shape or form. Now they are refusing to get give me a refund until they get their product back the problem with this is that they are responsible for the shipment of this product back to them in other words all they have to do is to continue ******** up the pick up weather they scheduled the wrong type of pick up, or send the wrong label, or no label at all or even lie entirely about a pick up and they have done this over 8 different times now. It is very clear they sent me a item that was defective and already returned and now they are just trying to dump it on me. This has wasted so much of my time it really isn't even worth it any more. Over 100 phone calls to ****** a hour each time. Emailed every day with asomo Canada for the past 3 months (and they only reply to my emails between midnight and 4am) this is starting to make me go crazy here, I just want a shed to put my stuff in and it's been over 3 months of dealing with this and this mess of a package is still sitting in my driveway and nothing is being done, I even got a letter from ***** saying that asomos Canada has been doing this because they are sick of coming here for no reason! ****** knows all of this and they have told me countless times that they would deal with it and they have not. This couldn't be more clear of a scam to me and I don't see how everyone else doesn't see this.

  Asomos Canada took alot of money for m me for a shed, a shed they never sent me instead they just send bent broken pieces of a shed not even all the parts, and this item was clearly already repackaged and tapped back up and sent to me. So this company has taken alot of money form me for something they never gave me and they are useing ****** as a platform to continue doing this to people and then they refuse to give a refund until the item is returned but it's up to them to get the item sent back so they just continue to ***** it up so they never have to refund me.
  
  Sincerely,
  
  **** ****

  

  Business response

  05/10/2023

  Hello,
  
  I hope this message finds you well.
  We understand that you have been experiencing difficulty to return the item due to the item was not properly placed in box.
  We are committed to resolving it as quickly and conveniently as possible.
  
  We have tried multiple times with ***** to pick up the item but failed due to item was not properly packaged. 
  
  To expedite the resolution process, we would like to offer you the option of dropping off the item at our warehouse in Oshawa (**** ******** ** ****** **** *** ******* ** *** ***)
  We only ask for you to please secure the item your are returning.
  You can use any box as long as the item is secured and not sticking out. This will allow us to inspect the item firsthand and to process your refund without any delay. Our Warehouse Team will be ready to assist you and ensure a smooth return process. Please let us know so that we can advise our warehouse team and schedule your visit to the warehouse. 
  
  We apologize for any inconvenience you may have experienced. 
  
  Thanks,
  Aosom Canada.

• Initial Complaint

  28/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a ******** outside dining tent last spring 2022. Model # ******* Used 1 time on July1/22 for graduation. Set up again July15/23 for barbecue. Wind came up in the nights and flipped tent over breaking some of the plastic elbows that hold the pvc supports. Contacted company to buy replacement elbows to fix. Company tells me no parts are available and can only be replaced under warranty. Warranty is only 90 days. I told the company I wasn’t looking for warranty that I wanted to buy the elbows to fix. They told me that they don’t sell parts to fix the tent. I have a perfectly good dining tent with a few elbows that are broken and cannot fix. Company told me there’s nothing they can do because it’s off warranty. I wasn’t claiming warranty. I wanted to buy parts. They sent me an email that there’s nothing they can do. How can a company make product and have no parts to sell to repair. Now the tent is garbage and I’m out over $ 200 ***** ******

  

  Business response

  10/08/2023

  Hello 

  Aosom Canada Manufacture warranty is 90 days from the day the item has been delivered.

  Since our items are imported we do not always have access to spare parts as our items are pre packaged and sent to our warehouse

  In this case we have contacted the warehouse and if we do have spare parts we will be in contact with you directly with pricing and payment.

  Thank you

  Aosom Canada

• Initial Complaint

  20/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered a patio set price seemed too good to be true placed order 830 am still at 1128 am order says unpaid and doesn't exist money has been taken out of my account of nearly 700 got a hold of a person one the second I noticed but was to wait it out a couple hours then call back as it can be processing, called back and as to other complaints no answers in any departments now my order is missing but I do have an order number in the app and the charge records.

  

  Business response

  21/09/2023

  Hello,

  We are truly sorry to hear about this incident and we apologize for the delay.

  We have scheduled to pick up the item back in August under ***** tracking numbers ************, ************ and with pickup confirmation number: *************.  Until today, it is still showing label created and not picked up by *****.  I called them today again and ***** agent confirmed that the packages were picked up back on August 8th but there was a glitch in their system that shows packages were not picked up.  Unfortunately, they have to file an investigation due to these lost packages.  As a result, we have to file claim as well and to process the refund.

  Your refund will be processed and it will be returned back to the original method of payment in 2-3 business days.

  Again, we apologize for this issue and thank you for understanding.

  Regards,

  Aosom Canada. 

• Initial Complaint

  18/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a damaged package with an essential damaged piece (1 of the foundational pillars) of the gazebo. I relayed this information to the customer service agents. Their monetary offer was a joke. They suggested I un assemble the functioning parts of the gazebo, re package the items and return it. I had to pay $275 + HST out of pocket to assemble this item for my elderly parents. I have a receipt for this assembly purchase if required. The only resolution I will accept is 25% of the refund price. The gazebo cost $`1242. 99 (including tax). The refund amount would be $310.75. Otherwise, I will have no choice but to take legal action. I am also a blogger and will be contacting the media for this disturbing transaction to warn other Canadians about this company and their ****** business practices.

  Customer response

  27/07/2023

  Walmart Canada has resolved my complaint against Aosom.ca. 
  
  Please close this complaint on my behalf, if possible please.
  
  Thank you. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a pergola for my yard in May. I received a delivery of one box. Prior to delivery I received a tracking number from ***** so I knew it was coming. I thought nothing more of this until we finally had the opportunity to remove the old gazebo, rebuild the deck and were ready for the new installation. We quickly realized there should have been two boxes. I checked in my office to be sure there was no other box accepted in my absence, nothing. I checked with neighbors to ensure they hadn't received it in error, nothing. I checked my email for another delivery notice, nothing. I called ******* who said that the sender would be contacted for resolution. They stated that the two boxes were delivered, one on May 25 and one on May 29, this did not happen, I only received one and I only received one tracking number. They have now said there is nothing I can do except contact police which makes no sense as it is not going to solve the problem. I requested how much it would cost for me to replace the missing box 1/2 that I did not receive, nothing. I asked for a return label and a refund to be processed but have been ignored. After further investigation I looked on their site and this pergola is no longer available, which may be why they are taking the position of my contacting police. I have bought from them before but assure you I will never purchase anything from them again.

  

  Business response

  19/07/2023

  Hello,

  Sincerest apologies for the inconvenience by the delay in receiving your packages. According to our records, this has been resolved and the refund was processed accordingly on July 14, 2023. Refund may take 5-7 business days from the time it was processed. 

  Please see attached screenshot of the refund for proof. 

  I hope this helps.

  Thanks,

  Aosom Canada. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩