ComplaintsforOffice Logix Shop

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/21/2024 I purchased a Seat Mesh for ************************* Aeron Chair Seat and a Lumbar Pad from Office Logix Shop online. I never received the items. I contacted the seller on July 4th stating that I was still waiting for delivery. They claim the package was delivered on June 29th. My apartment complex has secure delivery boxes and there is no record of a delivery there. Either I or another party was at my townhome at all times and no delivery was seen and certainly not signed for. The seller's own website states the package was "on it's way" on June 29th, then "out for delivery" on June 28th, and then "delivered" on June 29th. That does not follow logic. I contacted the seller through their preferred means to resolve the issue to either refund me or preferably to actually send the product. They were of no help and only advised I contact my local post office. It is the seller's responsibility to ensure delivery of their product. Deliveries are insured through the shipper, not the recipient. They need to file that claim with the **** and not place that onus upon the customer. It is my belief that this company either has a gross misunderstanding of business practices or worse is engaging in fraud in hopes that the customer won't push back.

  Business response

  07/10/2024

  Hi,
  
  We shipped the package to the customer's address via ***** The tracking number "**********************" shows that the package has been delivered. The customer requested a refund after receiving the item and threatened to file a BBB report if we did not comply. This behavior is unacceptable. The customer refuses to contact their local **** office to follow up on their package. The **** website provides detailed information about the transit and delivery to the address.
  
  Best regards,

  Customer response

  07/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21965381
  
  I am rejecting this response because: the business has misrepresented the situation and is engaging in libel and potential fraud. The business's own website shows contrary information to what they now attest. My local **** office states they have received no correspondence from the seller at all. They have informed me that the seller could and should file a claim which they have stated that they are not able to. The seller requested of me proof that the delivery was not made. How can one show the absence of something? Ultimately, the business intends to mislead, delay, and frustrate their customer in the hopes that they will simply go away. They have a history of this behavior as evident by their BBB reviews as well as others online and need to be held accountable for their anti-consumer practices. They have sent multiple unhelpful, sarcastic, and harassing emails after I expressed in no uncertain terms that we only correspond further through the BBB and my creditors. 
  
  Regards,
  
  *********************

  Customer response

  07/10/2024

  A screenshot of some of the misinformation and harassment the seller has demonstrated. They have also yet to address the blatant inconsistency of information provided on their own website regarding the delivery that I showed in the previous screenshot. They have provided a screenshot from their own software showing that no delivery confirmation was requested. These dates also do not match any of the dates provided on their own website. They then show a shipping label that is not attached to anything that could have been created at any time. Finally, they show an email where I request they escalate my ticket or I would contact the BBB, which after 3 days time with no response, I did. Does the seller believe this helps their false claims?

  Business response

  07/12/2024

  Hi,
  We understand the customer's frustration and want to provide additional clarity regarding the delivery of the order. We have already taken several steps to verify the shipment and address the customer's concerns.
  Proof of Shipment and Delivery:
  We provided the customer with the **** tracking number "**********************" via email, indicating that the package was shipped.
  The **** website shows that the package was delivered to the customers city and zip code. The tracking history details the packages movement, confirming delivery on June 29th.
  Our ShipStation platform, which we use to purchase **** shipping labels, shows the matching tracking number and customer address.
  We also provided a screenshot from ShipStation indicating the shipping label we printed for the customers order, confirming the matching address and tracking number.
  **** Confirmation:
  The **** tracking information clearly shows the package was delivered. This includes the exact time the package was left at the customers address.
  Despite the customers claims, **** records indicate successful delivery. We advise the customer to verify this with their local **** office, as they might have additional insights.
  Request for Proof:
  To assist in filing a claim with ****, we requested that the customer provide any evidence they might have, such as security camera footage, showing that the package was not delivered. This is a standard procedure to help verify the claim.
  We have records of the package being picked up from our warehouse by ****, but further confirmation from the customers side is crucial for us to proceed with a claim.
  Response to Accusations:
  We are committed to resolving this issue professionally and respectfully. The customers accusations of fraud are unfounded, as we have provided all necessary documentation to prove the shipment and delivery of the package.
  It is not within our control to manage the final delivery once the package is with ****. However, we are willing to assist the customer in any way possible to resolve this matter.
  We strive to provide excellent customer service and regret that this situation has caused dissatisfaction. We kindly request the customers cooperation in providing the requested information so we can work together to resolve this issue.
  Best regards,
  Office Logix Shop

  Customer response

  07/16/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21965381
  
  I am rejecting this response because: I appreciate the proprietor's acknowledgement that the transaction was unacceptable. While their attestation that they have "already taken several steps" rings hollow. As of yet the business has provided many words but I can see no substantive action. I would like to address their claims one by one. 

  While the business believes they are showing proof of shipment and delivery, they are not. "Tracking" is not the same thing as "Confirmation of Delivery" and the business's attempt to conflate the two is disingenuous. Their own ShipStation screenshot they provided as proof show that no confirmation was requested. 

  The business again implies that I have not contacted my local **** branch. This is false. I have an open claim with them. They assured me that the tracking they offer is not guarantee or even confirmation of delivery. They also advised that the business has not contacted them at all regarding the delivery. Again, actions speak louder than words. 

  The business requests again some proof that the package was not delivered under the guise that this is "standard procedure". I have spoken with many other business owners and do not find this to be any standard. Additionally, how can one prove a negative. There is no 24hr security camera that maintains surveillance on my front door. That is a pretty extraordinary thing to request. Additionally, any front door surveillance (i.e. Ring Cam) does not activate unless someone is there to trigger it. If the delivery wasn't made, there would be no record. I have not requested any video evidence of the business packing and shipping my order as proof, nor have I even asked for a picture evidence of the package at my front door. This is because I find the request ridiculous and unhelpful.

  While the business may believe some of my accusations are "unfounded" it is evident that this interaction certainly has not been good customer service, and I would go as far as saying it felt very anti-consumer. I prey the business will change course and offer meaningful, substantial, solutions and not just platitudes.

  
  Regards,
  
  *********************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/16/23 I had ordered a Herman Miller Classic Aeron Chair off on Amazon for $956.93 with taxes. I received the chair on 7/20/23 past midnight in front of my door. The box was all beat up and covered in hole with the top of the box not taped shut. As I open the box as expected I find a damaged chair. The arm pad had a crack in it, the mesh of the chair where you lean your back had holes on it, and the little lever under the chair was broken as well. The chair was not even in its original box and had no protection at all to keep the chair from being damaged during delivery. That same night I had contacted amazon and the seller of the damage and they agreed to give me my full refund after I return it. So I packaged it back up to how I received it and dropped it off at UPS. I spend almost $1000 on a chair on them. They are rediclously blaming us for an item is "more" damaged now after almost two weeks they recieved the item. Also, they are now hostaging my money to purchase an item from them in their another website. This is the email contents from them: "we will issue a full refund on Amazon and proceed with reshipping the new item to you."

  Business response

  08/09/2023

  Hello,
  The customer received the item with a tear on the armpad. We believe this tear might have occurred during the box opening process. We offered a replacement armpad and a partial refund to address the situation. The customer had questions about the warranty, ultimately deciding to return the item.
  However, upon return, we discovered that the customer had disassembled the chair, removing the cylinder, base, and disconnecting cables. The chair was returned in a condition that caused it to become loose in the box. Unfortunately, the sharp pin end of the cylinder destroyed the seat mesh, resulting in significant and severe scratches and damages to the chair.
  While we understand customers may change their minds about returning items, we expect items to be treated and returned in the condition they were received. We provided support throughout this process. The customer claims that the severe damages were pre-existing, yet they have not provided any proof or images to support their claim (only showing the minor armpad tear).
  We assured the customer that if they were correct, we would take full responsibility. It's puzzling why the customer escalated the situation without sharing the pictures they claim to possess. Furthermore, they only shared a picture of the armpad damage, and no additional images were provided. Their pictures should accurately depict the reported damages for consistency.
  
  attached customer claim to us of the damages and the condition of the chair we received. 
  Best regards,

  Customer response

  08/11/2023

  The chair was already disassmbled when it was sent. Even you mentioned 'replaced' the arm part. We cannot accept any of your argument. We do think you are lying and treatening us by taking their poor quaility chair pic probably from other picture. The damage we took a picture was very enough to get refund. We do not need to provide any more stuff for this refund. Again, this sellers's point is unreal because 1. the chair was sent 'disassembled' from the beginning when we got the item. Even the picture I uploaded shows it. 2. The damage we proof was very enough for the refund. We took and send the pictures in 1 hour after I got the item. 3. This seller is indirectly treatening us to purchase from their website for my full refund with hostaging our money. 4. Unbelievably arrogant verbal usage which unacceptable and rediculous lies.

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a “fully loaded, Herman Miller, Aeron stool, that had been refurbished. The item I was received was stretched out and covered with dust. It was 20 years old and looked it. Not refurbished. The seat did not tilt forward. The seat was not fully loaded or even functional as normal. The seat was not actually a Herman Miller Aeron Stool. It was a dirty, old chair that had been modified with aftermarket parts to look like a Herman Miller stool. I disassembled it and packed it in its original packing and mailed it back with the label provided by the company. At first they provided no refund at all. When I complained today they gave me a partial refund shorting me $150. When I complained again they showed me a picture of a broken chair arm saying it was my chair and I broke it. This is a shoddy business with shoddy products and shoddy business practices. They seem to be very practiced criminals on many levels. Counterfeit goods. Misleading advertising and financial fraud seem to be their bread and butter. They owe me $150. Customers deserve to see these criminals shut down

  Business response

  05/17/2022

  Sorry for your experience. Chair has been returned completely damaged. We charged the minimum to fix the broken parts not including our labor fees and retail price for broken parts.  

  Customer response

  05/17/2022

  The chair was packed and returned with the sellers original materials and using the sellers delivery service. I do not believe the picture of the broken chair they provided me with corresponds with the chair I received. After the the business received the chair they gave no refund at all. Later they gave a partial refund after my demands. They invented the broken chair story after that. Finally they made up another story about a broken post. 

  The chair was a fraud in the first o place  it was advertised as “fully loaded”  and a Herman Miller chair  

  it was only partially functional as it did not have a tilt forward feature   The chair was barely usable because it incorporated a barely usable set of aftermarket pets that made it uncomfortable and unstable  

  This business is selling defective, counterfeit goods   They are lying about the chair damage, but if it were true I used their service and their packing and I did not agree to accept any liability for the results 

  Business response

  05/18/2022

  Hi, Customer choose to return the item. the return reason was it doesn't has a forward tilt(NOT counter fit Chair). There is not Aeron chair counter fit in the market. Customer try to put false information to public and hurting us because we charged a $150 for returning the item damaged. We paid for the return shipping (per our policy, customer should pay for it) 
  
  Item Link:
  https://www.officelogixshop.com/collections/chairs/products/herman-miller-aeron-drafting-stool-size-b-with-after-market-drafting-ring-open-box?variant=41078032728253
  
  Return policy link: 
  https://www.officelogixshop.com/pages/returns-and-refunds-policy
  
  to make it smooth return, we have send the customer a pre-paid return label and email it to him. Our return department inspect the chair and was completely damaged due to poor packaging for an expensive chair. 
  
  We tried to take care of our customer while our customer did not take care of the returning item. 
  
  Best Regards! 
  
  

  Customer response

  05/18/2022

  The chair was counterfeit to begin with. Is this not a crime?  This story about the chair being damaged was made up after the company refused to refund any money , and then attempted a partial refund. The photographic evidence is nonsense. Not the same chair.  If they show it to you you will notice the upholstery is dumpster material. They pulled that chair out of a dumpster 
  

*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. ↩