ComplaintsforAosom LLC

• Initial Complaint

  05/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased their product, the linen fabric wingback chair on Amazon. When it arrived in the mail on 05/22/22, I inspected the product and found it is missing parts. I contacted Aosom to request the missing parts. They responded that the parts are out of stock and suggested I buy the parts somewhere else and offer me a partial refund. When I went to ********** I was told it is a custom made parts made for that chair and recommended I get the parts from the manufacturer. I decided to return the item because I cannot get those parts. When I started the return process, I received a message from Aosom that they accepted my return but to not return the chair and to dispose/donate it instead. And they will issue me a full refund for the product. The full refund is fine but This is a problem because I will have to pay a company to remove the furniture chair resulting in a cost for me. The donation sites will not accept a chair that does not work because it has missing parts. I contacted Amazon customer service about the issue. They messaged the seller requesting a response to my concern about paying to remove the furniture. Aosom, the seller responded, Thank you for your recent return request. As we had processed a full refund for your order. Please feel free to dispose of, donate, or keep the item at your convenience; it is not necessary to return it to us for the refund to be processed. Their response does not answer my concern. They ignored my concern. Amazon said the seller did issue me a full refund for the product but Amazon can give me 40$ in Amazon credit for the trouble. I said that is not solving the problem because the cost to dispose the item is more than that and the seller should pay for it. Amazon is not helping me either because I still have to pay a company to dispose the chair. Aosom should pay for the disposal of the chair because they sent me a chair that does not work and because of this I have to pay to dispose of it.

  

  Business response

  05/31/2022

  Hello,

  We have reached out to the customer to let her know she can still return the chair (repackaged in original packaging) with the *** label Amazon provided (see screen shot) and have asked for confirmation once the item is in *** hands on its way back to us. 

  Thank you

• Initial Complaint

  05/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 13 x 9.5 gazebo from Aosom on April 14th of 2021. The product arrived on April 16th 2021. The product was nothing like it was described and very poor quality. It ended up lasting less than one year after assembly, and collapsed onto our home and caused damage to the house on April 15th 2022. We were out of town for a memorial and filed a claim when we returned home. Our neighbors sent us a picture of the downed gazebo that lasted 1 day less than the year warranty. I contacted Aosom support on April 17th and included photos, and the agent emailed me and confirmed I would be receiving a full refund on the product. Aosom never paid the refund and when I contacted them today on May 16th 2022, they said it was outside of warranty.

  

  Business response

  05/23/2022

  Hello,

  
  Last Thursday, we reached out to Sage via email (see attached) but have yet to hear back from him. He had contacted us right when the warranty was ending, and one of our CSRs told him he would be refunded. Unfortunately, the refund fell through the cracks so I'm trying get this resolved, but due to the age of the order, the 3rd party payment gateway company we use only allows direct refunds to the original method of payment for 90 days from the date of purchase. I've explained what we need to be able to issue the refund amount, in the email. Once we receive the information we need, we can finalize the refund.

   

  Thank you,

• Initial Complaint

  05/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Following is the chat I had with ******* at Aosom regarding returning the item I purchased there. I have not received the refund that she said was sent to my credit card. She is no longer responding to my emails. "Chat started: 2022-04-24 03:38 PM UTC (03:38:25 PM) *************************************: I would like to return the item #S-182TS0GCTH001 that I have decided that I will not need it.I have not opened the package.Please advise me on how to return it.Thank You (03:38:34 PM) *** ******* joined the chat ***(03:38:42 PM) *******: *** let me look into this for you.(03:38:52 PM) *************************************: Ok (03:42:06 PM) *******: ** a one time exception, I have processed the refund for you as requested and the item does not have to be returned. Please note, the item is considered "AS-IS with no warranty for parts, replacement, defects, or damage due to the refund. We are glad we could reach a resolution with you.Please allow for 3-5 business days for your refund to be completed.Note: **************** for financial institutions may vary and funds may not be available an additional 3-5 business days. Some payment methods may take longer to process than others.(03:42:17 PM) *******: ** there anything else I can help you with today?(03:43:04 PM) *************************************: No. Thank you, I will donate the item to Good Will.(03:43:21 PM) *******: ***** thank you, ** no further assistance is needed at this time I will go ahead and end the chat. Thank you again for chatting in today, I hope you have a great rest of your day!(03:43:24 PM) *** ******* left the chat ***"

  

  Business response

  05/05/2022

  Hello, 
  I'm sorry for the delay in receiving your refund. I checked with our accounting as to why this had happened, and they said it has been refunded today. They said ******* has been pressing them about it daily over the past week, but they hadn't been able to push the refund through on our side. Finally, the refund went through today after many tries. 

  Once again, we're sorry for the delay.

  Thank you

  Customer response

  05/09/2022

   
  Complaint: 17144648
  
  I am rejecting this response because:

  I have not received my refund. 
  
  Sincerely,
  
  ***********************************

  

  Business response

  05/19/2022

  Hello,

  I've double-checked with our accounting department, and they confirmed this refund was made on 5/5/2022. Some banks receive funds within a few business days, but there are some who don't release the funds for a longer time. I would suggest the customer use the attached screen shot and going to their financial institution who issued the credit card and asking them about it. The bank can coordinate with the 3rd party payment gateway service provider we go through, Authorize.net, as funds have been taken from us and passed to the financial institution for the credit card account via Authorize.net. 

  Thank you

• Initial Complaint

  04/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Placed order 04/28 and realized it used the wrong card I contacted within an hour and was told my order S-18AE8PXT5V802 was not in their system and they couldnt cancel it I contacted support on the phone and via chat and they were no help I just would like my order canceled and money refunded

  

  Business response

  05/02/2022

  Hello,

  Our accounting department has stated they have refunded this order. 

  Thank you

• Initial Complaint

  04/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order: ******************** from amazon My wife purchased this desk a few months ago, and we just got the chance to begin building it, when we received it everything looked fine, I've built numerous desk very similar to this so I thought "hey no problem".Boy was I wrong, parts arrived rusted, screws embedded into the particle board popped out when trying to install them, wrong parts associated with the product, AND almost every bag mislabeled with incorrect labels. You may as well have just sent me lumber and a hammer and nails with directions that read "put it together sucker."Each simple part seemed to have SOME issue, even down to the nuts (one was literally bent in on itself, how that happens i have no clue)The instructions were as good as stick drawings with labels, which putting dots on items is an awful idea by the way, each size hole not illustrated as such, all simply labeled as dots. At this point I've wasted my entire weekend thinking there was something I wasn't quite getting and after 2 hours of laying down, fully reading the shoddy manual, and having multiple people look at it with me as well as laying each individual part out, turns out it is all wrong in every way. At this point I dont even want the desk. And would much rather have bought wood and built my own with the money I could have saved by not buying this product.

  

  Business response

  04/25/2022

  Hello, 

  Being an Am... order, they require all buyer/seller communication to happen in their message center. I looked up this order in the message center and found no messages from this buyer (please see attached screenshot). If the customer reaches out to us via the 'contact the seller' part of their order, we can help them. It will make things faster if they can include photos showing the issues they are describing. 

  Thank you.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a dog stroller from the company, online, for $$186.55. The order was placed on 4/9/2022, and the stroller arrived on 4/11/2022. The stroller could not be assembled due to the fact that one of the parts, critical to the structure of the stroller, could not be used because it was manufactured incorrectly. I called the company to ask for a RMS number, so that the item could be returned. I was given an email address to contact for this. That address is ************************************************* I had to send this person ******* complete details of my order including shipping and delivery information. After I found and forwarded all of the information, ***** disappeared-she stopped emailing. Now I have emailed the company on their usual website, and all I have received back to date (4/14/2022) is an email verifying the receipt of my email. It looks like this company is used to giving the runaround to people who want to return something.

  

  Business response

  05/02/2022

  Hello, 

  I'm sorry to hear about your negative experience trying to initiate a return. I'm not sure why you were directed to Aosom ******, as you live in the **, so you would have purchased from Aosom **. I have inquired about this order and was told by our accounting department who said this order was refunded on 4/14/2022. You may dispose of the stroller as you see fit. 

  Thank you

• Initial Complaint

  03/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled an order within 1 hour after placing the order, and my Amazon card was charged $188.80. I need these charges reversed. I have emailed AOSOM several times with no results.Order #S-17LR1LVBUTQ01 ***** (Support) <******************************************>To:williahg Sat, Mar 26 at 12:35 AM Mar 25, 2022, 10:35 PM PDT Hello Williahg, I have cancelled your order per your request. Please allow for 1-2 business days for your refund to be completed. The funds could only be returned to your original form of payment. Note: **************** for financial institutions may vary and funds may not be available an additional 3-5 business days. Some payment methods may take longer to process than others. We hope this information is helpful, please let us know if you have any further questions. Sincerely,***** | **************** **** ****** - ****** Pacific Time

  

  Business response

  03/29/2022

  Hello,

  As you displayed in your complaint, the email from our rep stated the refund would process on our side within 1-2 business days from that date she sent the email. That date was late Friday evening (3/25/2022), so 1-2 business days would be Monday (3/28/2022) - Tuesday (3/29/2022), and then depending on the financial institution, the funds may not be accepted (deposited for your use) for possibly an additional 3-5 business days. After checking with our accounting department, it is in the batch of refunds being processed today (Tuesday 3/29/2022) ... in accordance with what was already stated in the email. 

  Thank you

   

  Customer response

  03/31/2022

   
  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.
  
  Sincerely,
  
  *****************************

   

  Full refund is finally on the Amazon account

• Initial Complaint

  08/26/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I reached out to them about a part that broke from the squat machine. They said they couldnt provide a replacement part but they would refund my money. They made up an excuse as to why they couldnt send me a check or process the refund to the credit card I used, that I had to provide them a PayPal email. I did provide them that and they said that it doesnt work that I should provide a different PayPal email.

  

  Business response

  08/31/2021

  Hello, 

   

  I have reached out to our accounting department and they have verified they have refunded this order as of yesterday 8/30/2021 (screenshot is attached). We are sorry for the delay and inconvenience. 

   

  Thank you

*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. ↩