Complaints

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• Initial Complaint

  Date:08/19/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had ordered barcode printer, thermal label, thermal transfer ribbon from MM software and had paid $1228.15. Printer never worked. They sent another printer which did not work either. We returned that printer, they sent different printer but that did not work either. It took long time to communicate with them, and to coordinate with our technical support. Time passed. Eventually we could not make printer work, and I contacted MSS software, asked for their address so we can return printer and thermal ribbon for refund. They provided return address. However, our staff sent different printer by mistake, MSS software returned that printer after we sent them pre-paid shipping label. We sent another pre-paid shipping label for them to return new printer along with thermal ribbon as they refused to give us refund for returned printer that never worked (they were supposed to subtract restocking fee). But now they do not want to pay and do not want to send us back printer and ribbon that we already had paid for. They are keeping printer and money both which is not fair and ethical. We sent multiple emails but to no avail. If they do not want to give us refund, they should send printer and ribbon

  Business Response

  Date: 08/29/2024

  The ***** ***** ********* original order was placed May 22,
  2023 with employee ******** *******. This order was for a ********* ****
  printer, a case of labels and ribbon. The **** printer was delivered to them
  5/30/2023. The labels were delivered 6/5/2023. The ribbon was delivered
  6/15/2023. You can see the price information on invoice ******.
  On June 26th , 2023 we were contacted by ********
  ******* telling us that her IT department determined that the printer had a
  “defected printer head”. We asked for the serial number from the printer to
  request a repair from the manufacturer. (Email 
  Attachment 1)

  
  We sent out one of our printers for them to use, which was
  the same model at no charge while theirs was at the repair depot. This printer
  was delivered on July 7th, 2023 via ***** (Tracking No.
  ************). ******** stated that our printer did not work either. 

  
  Next, we sent a different brand of printer to see if it
  would be more compatible with their system. We subtracted the difference of the
  price of first printer from the price of the second printer and sent them an
  invoice with the new printer. See invoice ****** for that detail.

  
  On August 24th, 2023 we were informed by * * *****/****** ***** that ******** had quit the company and that he would be
  taking over the printer issues. On that same day, the President of the company
  Greg S******* offered a full refund to *** ***** as long as *** ***** returned
  all three printers in his possession. On August 25th, 2023 *** *****
  said he would like to get the printers to work and would like us to set up a
  meeting with his IT team. Then on August 30, 2023 *** ***** advised us the
  printers were returned by mistake. We asked him if he would like a refund
  issued at that point. On September 22, 2023 he told us to return the *****
  printer to him and his IT department will work on getting the printer up and
  running. (See email attachment 2)

  
  On September 25th, 2023 ** ***** responded to an
  invoice he received. He stated that he was disappointed how he hadn’t received
  a refund for any of the printers.  We let
  him know that we did not issue a refund for the first printer he purchased, we
  simply took the amount he paid for that printer off the invoice for the second
  printer he received. (See invoice email 1)

  
  On October 6, 2023 *** ***** advised that he was missing
  rollers in his second printer box and then requested a refund for the printer.
  We told him we could send him the rollers at no charge or we could give him a
  refund but there would be a restock fee. *** ***** acknowledged the restock fee
  and we gave him the address to return the printer on October 13th,
  2023. (See email attachment 3).
  As we still had not received the ***** printer back from *** ***** in December, we had followed up with him about his overdue invoice. He
  stated that we were unresponsive and he didn’t have a working printer. We
  offered again to set up a meeting to resolve his issues. (See email attachment
  4)

  
  On February 1st, 2024, after another attempt to
  collect on the overdue invoice, *** ***** stated that he wanted to return the
  printer and requested a refund. At that point he was advised that he was
  outside of the return window for the product and he was unresponsive to our
  multiple requests for meetings with him and his IT department to get this issue
  resolved. Even after he was advised of this, the President of the company
  offered more troubleshooting steps that *** ***** could take to get the printer
  up and running. (See email attachment 5)

  
   On March13, 2024 we
  received a package from *** *****, however it contained a printer that we never
  sold ***** ***** *******. We advised him of the issue and asked him to provide
  a shipping label to return his printer. We did not hear back from him until
  April 11th, 2024 that he was shipping back the printer that came
  from us. At that point he questioned his refund again. He was advised that he
  still had an outstanding balance that was comprised of only the difference for
  the new printer he was sent, shipping charges (which are non-refundable) and
  late fees that the balance had accumulated for going unpaid for so long. (See
  email attachment 6)

  
  On May 2, 2024 *** ***** inquired about his refund and where
  the incorrect printer was that he sent us.
  In the end on May 22, 2024 a year after the order was
  placed, the outstanding balance of the invoice was written off and his printer
  was returned to him. Therefore, he only paid for the original printer, his
  labels and ribbon. He returned the printer far beyond the return window as he
  was advised many times. (Email attachment 7)