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Customer Complaints Summary

5 complaints closed with BBB since March 10, 2013
Complaint TypeTotal Closed Complaints
Advertising / Sales Issues1
Guarantee / Warranty Issues2
Problems with Product / Service2
Billing / Collection Issues0
Delivery Issues0
Total Closed Complaints5

Complaint Breakdown by Resolution

Complaint Resolution Log (5)BBB Closure Definitions
05/22/2013Problems with Product / Service | Read Complaint Details

Additional Notes

Complaint Category: Failure to honor refund, exchange or credit policies

Complaint: We ordered an ink cartridge from this company. When we ordered it, their system matched up the ink cartridge that we supposedly needed ( I was not the wiser, im not tech savvy). When we got it, I opened it and started to insert it. It would not go into the printer. It was too big. That is when I noticed they had sent me the wrong cartridge. I called them after reading on the invoice that they have a " no hassle " return policy, and tryed to exchange it. They told me that because I had already opened it, they would not exchange it even though they had sent the wrong one. I believe that they are false advertising, and making promises to customers that they will exchange or return items when they are not willing to do so. I believe that this is theft, and that they are using false statement to gain customers in a way that should be considered fraudulent.
Product_Or_Service: Ink cartridge
Order_Number: XXXXXXX-X

Initial Business Response
on 5/2/13 Customer called saying the item we sent her on order#XXXXXXX was defective and would not fit her machine. We asked her to check on the printer to verify the info. She told us that she ordered ******* but ended up ordering ****** and opened it. We explained to her our policies on non-defective merchandise. All non-defective products (items ordered incorrectly, items no longer needed, printer broke, etc.) must be returned in the original packaging in as-new condition, that is, unopened and unused.
If the return date is within 90 days from the date of purchase and the items are unopened, you can return them for a refund (minus the original shipping charges). Please note that we do not do exchanges for different products.

on May3/13 - customer called again regarding the same order# XXXXXXX - ordered wrong item, he wanted to return. We explain our Company policy again regarding wrong items ordered. But still we have offered free ground shipping and 15% discount on her next order. She placed an entirely new order with the correct item the same day.

Complaint Resolution: Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.

03/31/2014Advertising / Sales Issues
02/03/2014Guarantee / Warranty Issues
08/26/2013Problems with Product / Service
10/10/2013Guarantee / Warranty Issues

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