A Matter of Fax, Inc.

I am rejecting this response because: The business knowingly allows a lack of transparency on their websiteFinal amount payable by the customer should be displayed before the customer is forced to confirm the order which is not the case on the "matter of fax" website
No matter what costs are involved, namely, in this case shipping, the expectation set should be clear and precise and not ambiguous as is the case with this business's website. All shipping options with clear pricing and estimated dates for receiving the item should be clearly indicated which was not the case for this websiteMy order was placed on Oct 3rd and I received the item on Oct 24th Even regular shipping does not take that longThat was a three week periodIf your Company has an unusual work schedule then let the customer know thatIf it was regular shipping I should have received the item in to business days
Customers are used to receiving their orders in to days for online orders and often with even free shippingYour business not only incorrectly charged me for express shipping and then returned the extra dollars only after having to be called about itThe incorrect charge was wrong to begin withHow do you go ahead and charge me for express shipping when I did not at anytime select that option
After charging me for regular shipping I received my order on Oct 24th, which was days after the order was placed
This is a clear indication of poor business practices

Complaint: ***
I am rejecting this response because:The inconvience being they sent me the wrong lightNot the part I ordered I called them when I recieved the wrong light and the man I spoke to stated they had made the error and sent the wrong one but that he could send me the correct one right then because *** was thereI asked if he would overnight ship it at his cost and he stated the person to give that authority was away from his desk I told him never mindBut to please send me a return label I have since ordered the part from another company and I did pay to have it over night shipped
Was it the fault of the holiday to put the wrong item in the box and ship it out days after the label was printed? I am sending the wrong item back to MATTER OF FAXES today I would like my FULL REFUND as soon ad they recieve it Since they dont go out of there way to please the customer I dont feel I am asking too much
WHEN MY REFUND IN BACK IN MY BACK I WILL ACCEPT THERE ANSWER TO THIS COMPLAINT.
Regards,
*** ***

As we have never in our history of years being in business have heard that lamps on an order can all be defective this is highly strange!I am providing you with the return policy below.The lamps you've ordered have a day time period for refund/ exchangeIt is out of warranty for both.
If a replacement is needed we can work something out but a refund we can not offer.Refund and Exchange PolicyIf you are not satisfied with your purchase you may return it for an exchange or refund within ten days of purchase excluding shipping, handling, insurance chargesA 17.9% restocking fee will also be applied(Restocking fee does not apply to the return of defective items.) A Matter of Fax recognizes a day refund/exchange period for unopened products so long as the customer requests an RMA within days of receiptPlease note that a 25% restocking fee and shipping charges will be active at any such occurrenceAll items returned are subject to our inspection and manager's approvalA Matter of FAX reserves the right to reject any return based on its condition or non compliance with our return policy, the return policy of our distributors or the return policy of the manufacturer. Returns must be prepaid by the customerMerchandise must be returned in the original factory box or packaging, with all original factory packaging materials, inserts, manuals, disks and blank warranty cardsItems that have been discontinued are not returnable and will not be acceptedItems that have been altered, scratched, modified, damaged or tampered with will not be acceptedThis applies both to the product and its packagingPlease do not tape or write on the item or its packaging and do not use the manufacturer's box as a shipping carton.The times in which our customer called we were closed in observance of a Religious Holiday which was posted on our site and when the customer would call in.Feel free to contact me directly with any questions

A label has been created to get our lamp back and a full refund will be processed upon receipt of your merchandise.Sorry for the inconvenience.Thank YouStephanie

This order was placed on New Year's Eve. The order was placed with no rush shipping.The next shipping day was January 5th. The item was ready for shipment on the 7th meeting our standards for turnaround. We responded to the customers inquiries by phone providing the information on order...

status.We regret the customer wrongly assumed the order was going to arrive in rush fashion was this service was not requested.

Complaint: [redacted]
I am rejecting this response because:  NOW THEY ARE JUST BEING RUDE. I HAD SENT SEVERAL IGNORED EMAILS AND PHONE CALLS. It was ordered on 1/30/2014. I recieved a call on 1/31 because they did not have the item I ordered.  So I changed the order to what they had. Joe stated he would place the order then.  Label was printed on the 5th. That info was given to me by Kristine. And was confirmed by [redacted]. It was not shipped until the 8th.  Why not shipped on the 5th?  I made several calls and sent emails. NO ONE ANSWERED ME.  Then on the 8th I called and asked to speak to a supervisor. The person on the ph stated she was the supervisor.  Told her mine issue and she put me on hold and a man came on ph and stated the package fell behind something and was not found until the 8th.  He futher stated he would ship it that day.  Why does me ordering it on new years eve cause the package to be lost before shipping it on the 8th. And why could then then not ship it over night.  New Years eve should not cause a package to get lost or delay shipment 9 days.  
Regards,
[redacted]

As it is our effort to maintain 100% customer satisfaction, we take the necessary measures to do so. The pricing difference was due in part of the incorrect shipping method submitted at the end of the order . Nevertheless, I will arrange a return authorization to get the printer returned for a...

refund. (All refurbished printers do not necessarily come with a starter toner).Please look forward to a call confirming the return authorization # and an email from our customer service team to resolve this issue. Sorry for the inconveniences experienced.

Please be advised that this order was placed during our Holiday Schedule which is why our business was open for three business days for the two weeks you tried emailing, calling us.
Your voice mail was received and a credit was done on 10/15/2014 for $7 in the difference between Standard and...

Economy shipping.
Please see transaction reversal details attached.
Please Follow up with your bank with the approval code, date and time to see the credit in shipping difference was provided and lets reolve this case with Revdex.com.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me given that they refunded my money. They should still change their evil and deceptive practices inspired by satanic greed.

As it is our effort to maintain 100% customer satisfaction, we take the necessary measures to do so. The pricing difference was due in part of the incorrect shipping method submitted at the end of the order . Nevertheless, I will arrange a return authorization to get the printer returned for a refund. (All refurbished printers do not necessarily come with a starter toner).Please look forward to a call confirming the return authorization # and an email from our customer service team to resolve this issue. Sorry for the inconveniences experienced.

Review: On May 19, 2014 I placed and paid for my order on the website of "A MATTER of FAX". This order was billed on their Invoice # [redacted].

I phoned to company spoke to Joe and was transferred to Destiny on May 19, 2014 to check if USPS mail was going to be the shipping method.

She offered to send my item by UPS with no charge and I gave her my adjusted address [redacted].

Apparently she ignored the zip code I gave and used [redacted]. LAter in the transaction the UPS office changed that again to zip 60604.

The UPS documentation showed that my package was delivered on May 27, 2014. I never received it. I called several times to the company, A Matter of Fax

but received no resolution. I also phoned the UPS Call Center and spoke to several frontline clerks, 3 supervisor and a manager in various cities,

Chicago, Salt Lake City and Tucson but no one resolved the issue. I STILL HAVE NOT RECEIVED THIS ALREADY PAID FOR ITEM. Stephanie of A MATTER OF FAX,

the last contact person who I was told had responsibility to follow-up never returned any of my phone callsDesired Settlement: I WANT TO GET THE PRODUCT I ORDERED. ANOTHER ITEM MUST BE SHIPPED TO ME. THE COMPANY DID NOT USE THE ZIP CODE I GAVETHEM ON MY ORIGINAL ORDER

WHICH IS WHY MY PACKAGE WENT ASTRAY.

Business

Response:

Please be advised that we had checked with the UPS Damage Claim department which was initiated on 06/09/2014. On the 8th business day in which UPS provides us and the customer with this information the damage claim was issued to us on 06/17/2014.

A replacement order has been created today and it was even exchanged.

Customer will received replacement within 3-5 business days.

Please see below for a copy of their new invoice.

Invoice#

OrderDate

5/19/2014

Salesman

Source

gshopping

Ship Method

Ground

Qty

OEM

Description

Price

1

GMLT[redacted]

TONER 1.5K YIELD ML-2165W SCX-3405FW SF-760P

$37.95

Subtotal....

$37.95

Shipping, Handling &

Insurance....

$0.00

Sales Tax....

$0.00

TOTAL....

$37.95

Please have this case closed and resolved as the damage claim took 8 business days per UPS to resolve and we are shipping out a replacement with the above new invoice at an even exchange.

Consumer

Response:

I am rejecting this response because:

.

Although your office deemed this case resolved, it really isn't. I received the product finally in July and so there could be no determination as to the status. However, now that I have the item in my possession, it did not fit my printer even though the correct model number was requested so it's of no use to me. This item did not conform to Samsung dimensions.

Business

Response:

As this is covered under warranty still we ccan accept it back for a refund/ exchange. I sent over return instructions to the customer.

We can issue an RMA # upon completion of RMA form.

Review: Several orders were placed, with payment accepted and charged to my debit card. all orders were cancelled by the company, but the charges still persist on my card. I have contacted the company thirteen times, and have recieved no satisfaction, human contact or refund. All told, I ordered ten televisions, and got none, they cancelled the orders but still have yet to refund or ship.Desired Settlement: Send my televisions I paid for.

Business

Response:

In Response to complaint: [redacted]Customer was emailed a reason for cancellation of order . (3 times)Please see below.From: [redacted]To:[redacted]Subject:Invoice#: [redacted] Not Read: Time: 3/4/2014 10:10:03 Email From: [redacted]Dear Customer, Thank you for placing an order with A Matter of Fax. We appreciate your business and make every effort to fill our orders as advertised as quickly as possible. The item that you ordered was advertised as in stock based on information of its presence in our warehouse, or its immediate availability from our suppliers. In this particular situation however, the stock has unfortunately been depleted. This being the case, your order cannot be processed. We understand that the system accepted the order at first, and apologize for any inconvenience involved in having this order cancelled. Any pending hold for charges applied to your card will be dropped within the next 48 hours. We suggest that you contact our Sales Department at 800-433-3329 to inquire about the availability of any similar replacement items and the best price we can offer you in light of the situation. Thank you, Customer Service Customer was refunded in full as he placed the order over the web and the order completed at check out with a LIVE FEED ERROR from GOOGLE FEED.As there was a potential pricing error, Feed put into our website after normal operation business hours, the order came through and was completed and then cancelled the next business-day. We kindly ask that this case be marked closed and resolved as it was a computer glitch and not a human error. Funds were given back to the customer.

Review: I have called several times and have sent a couple of notes the internet to him, have received no response to these notes about a replacement lab we ordered on invoice no. [redacted] on March 6, 2014, I have been promised two delivery dates, and today is April 24, and am still waiting to have the product delivered. Credit Card has also been charged for this product, even though we have not received it and I complained to them about this also.Desired Settlement: If I do not hear from them soon, I intend to cancel my order and ask for a refund of $ l6l.26.

Business

Response:

Dear [redacted]

The customer had originally placed an order

on 03/06/2014 and was told that this lamp was a special order lamp and would

take a longer than usual to fulfill. [redacted] was advised when she phoned in of a 2-3 week time period.

On 04/09 our supplier notified us there was delay on the ETA.

it wasn't until 04/23 that [redacted] contacted us to cancel.

A refund was processed on 04/23/2014 and nothing was shipped.

We regret we were unable to fill this order and sincerely apologize for any inconvenience caused.

Review: A Matter of Fax advertised a Bulb that was in stock. After placing order business calls to say it's not but they have a better bulb they will offer at a discount. We paid more for the second bulb and after looking online this is a regular practice. The bulb we received did not work. Returned it and another bulb was sent. Upon which it too did not work. That was returned on March 7, 2013 and as of today we have no bulb and no refund. We have placed over 10 calls to have a refund issued and they say it is on it's way. Now when I call a rep will answer and state they will look into it and call back by the end of business and never calls back. Today I called and rep answered and once I began speaking said hold on and sent me straight to Vmail. This is not a company that anyone should be shopping with.Desired Settlement: I'd like my $106.27 returned.

Business

Response:

We apologize for the bad customer experience the customer had. A refund check has been sent to the customer and was chased on the 18th of June.[redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because:I did receive a check over the weekend dated 6/25/2013. I won't accept the response until the check actually clears my bank account because I've been lied to so many times by this merchant that I don't trust that they haven't already placed a stop payment on the check. They claimed they had cut and mailed a check on 6/13/2013 but when it never arrived and when we called they claimed we'd cashed it on 5/29/2013. I don't know how I could have cashed a check before it was even issued, but that's what they were claiming. I will update my response as soon as the check clears (assuming it does). Thank you for your assitance.Regards,[redacted]

Review: A Matter of Fax advertised a [redacted] refurbished printer (Item [redacted]) for $162.62 which I completed an order for on January 18th, received invoice [redacted] for, and confirmed the purchase with [redacted] W. at A Matter of Fax by phone. On January 19th I was contacted by Kenny saying they had a "fully restored" unit for $254 that I should consider and that the one I ordered would not be shipped for 3 to 4 days. It seemed to be a "bait and switch" effort. I said there was no hurry and that we would wait for the one I ordered.

Then on January 20th A Matter of Fax canceled the order saying that it was really not in stock, However, they continue to advertise their very same item [redacted] as being in stock, but at a higher price.

I have a screen shot taken the day of the order, January 18, 2016, showing item [redacted] priced at $162.62 and a copy of my processed order [redacted] at that price, plus shipping.Desired Settlement: Complete the order [redacted] as processed and ship item [redacted] as purchased.

Business

Response:

The nature of Used Printers is they don't have a steady stable availability as new items usually do. It is quite common for us to have different versions of a used printer. Like any used item there are used printers and there are really used printers with varying degrees of condition, appearance, blemishes and warranties. The upgraded offer to the customer was the latter I describe. It so happens we were unable to source a working Color LaserJet 2550N at any price. If it is the customer's desire to go with the advertised offer we are more than happy to back order it and ship when the printer becomes available. Please advise

Review: It appears that the company went out of business the same week we ordered a scanner, and paid for it, I called one last week and they said sorry we forgot to ship it, and then they said it would be here by 9/29/15, and the scanner never came- now there is no company anymore!!!!!!Desired Settlement: I want the scanner or the money back on our business card

Business

Response:

To our consumer and [redacted],I made contact with our customer today, as we just re-opened from the Return of Religious Holiday. Our phone lines have been down since last Wednesday, and only up until now at 3:45 pm eastern time have we re-gained a dial tone where our customers can call in but we can not call out.I called our buyer on my cell phone to explain A Matter of Fax can not make calls to the customers yet because the server is still down. I spoke to a nice woman who like any other consumer would panic at the thought of buying something and not getting through to the company at all.I am checking with [redacted], the sales manager to make sure the customers item has been received from XEROX direct here in our NJ warehouse, and I will get back to customer with an answer , I'm hoping before 6 pm eastern today. Once we get this squared away and tracking is available I hope we can put this case to a close and mark it resolved.Again we apologize for not being able to make contact by company phone#, we are very well still in business just trying to take care of business now with these phones!Thank You

Review: I purchased a Toshiba Copier from their website and it was advertised as new, two weeks later I got a call from them that they don't have a new model but can get me a refurbished one for a discount and still get one year labor and parts warranty.

I accepted the offer and it took them three more weeks to get the machine, The Machine came missing a major part (Finisher) that was part of the deal and it has been over a month and they keep promising to get it to me but nothing but promises. it has been two month and still waiting !!

after one month of getting the copier it stopped working, We called them on a daily basis and sent them Emails and still all what we get is promises that someone will come and fix it.

Our business is hurting because of this fraud business and we were forced to hire a privet local repair company to comer and check the machine, this local tech showed up and informed us that the bottom main drawer for the copier is damaged and it needs replacement, this is a $600 that we will need to spend out of pocket for being treated this way by A Matter Of FaxDesired Settlement: I Need to get A Matter Of Fax to immediately repair and replace the damaged drawer feeder

Business

Response:

We have been working diligently with Mr. [redacted] in resolving all issues with his Toshiba Copier.

We had first sent out one service tech to acknowledge what needed to be addressed with the copier and they fixed minor issues with the machine. Customer called back to say that the Finisher wasn't received and still has issues with the machine.

We collaborated with the customer on a three way call, including [redacted] and I.

We addressed his issues and are continuously working to fix this issue.

The Finisher has been shipped out and another service tech was sent to address the machine a second time to maintine issues with the drawer.

We ask that the case be closed and resolved as we are working with Mr. [redacted] to make things right and fully function-able.

Review: I purchased a lamp for my Panasonic TV on November 8, 2013. The next day I received a phone call from A Matter of Fax asking if I wanted to purchase the more expensive lamp. I told him I would not want that and to please send me what I ordered. Once I received the lamp I installed it and about two weeks later it went out again. I called the company and they told me I had to go to another website to receive an RMA. When I went to that website there was nothing there to point me to where or what I needed to do to get the RMA so I could return the lamp. I called the company back and told them this and the man I spoke to said he would let me talk to a lady who could help me. He then hung up on me. I called back and got hung up on again. I want to return the lamp and receive a full refund.Desired Settlement: I want a refund of all money I sent to this company for this lamp including all shipping charges.

Business

Response:

We at A Matter of Fax issue RA's on a daily basis. We have done transactions like this for the

past 10+ years in business. Our Return privileges are predicated on our warranty/

time period given by our suppliers for our own credit. As we are given a certain

time frame for credit .This is well past the time frame for credit

issuance.

Our records

indicated that this item was approved for RMA but for some reason our customer

never seen the RMA.

As a good faith gesture we will offer an exchange for this unit, however we do require it to be returned within the next

10 business days.

Consumer

Response:

I am rejecting this response because:

I did respond to your e-mail mtelling me the seller said we never returned the product. We sent it to the address that was on the RMA tag they sent to us.

The governor's office is still investigating this matter. If you want to close your case file, so be it but DO NOT assume we are finished with this company.

Review: I ordered 2 specific lamp bulbs for my television. Upon receiving my order they promptly called and stated that they only had the bulb that cost twice as much ready for shipping. I told them in no uncertain terms that I wanted the bulbs that I ordered that were said to be in stock both on the website and through their customer service website which verifies warehouse stock. They told me that they would call me back in an hour, that they should be able to send them. Once I never received a phone call, I replied to an email that was also sent wanting me to contact and upgrade. On Monday, I left messages with their representative that handles orders and at least 3 others voice mail boxes and never received a call back. As it was getting late in the day, I discovered the Manager's name and extension. I called him and he was at least helpful (I use this lightly) enough to get a person on the phone instead of someone's voice mail. The gentleman that he put me in touch with once again tried to hold it over my head that he could promptly ship out the pricier bulb, but I would have to wait until Tuesday for the cheaper bulb to be shipped. Low and behold Tuesday and Wednesday have passed and my order still has not shipped. I find it ridiculous that they think they can wait me out and get me to pay more for either the shipping because of their self imposed delays or because I did not agree to upgrade as I had in the past when they pulled the same bait and switch when I was desperate to get the bulb any bulb sent out. It has now been a week and it appears from other reports filed with the Revdex.com that this is a common practice with this company.Desired Settlement: All I want is this company to deliver my order and a phone call to explain honestly why they have continued to lie and break promised ship dates. Be men and women of their word and to completely cease of their bait and switch practices that have been on going for at least 2 years.

Business

Response:

Dear Customer,

Please be advised that there was a bit of delay inprocessing your order due to availability issues and lack of stock. We recieved our stock on this item on 08/11. We shipped with UPS tracking #s

&

As we failed to meet the 3-5business day time period, I am removingd 9.00 from your order and issued the reufnd for the delay in shipment. It is not of our normal procedure to have had this long of a wait for it to ship out . Orders usually ship out within 48 hours but due to the stock issue it was delayed.

We apologize for any inconvienences you may have experienced.

Thank You

--------------------------------------------------------------------------------

Review: I ordered a TV bulb for my Mitsubishi televison in March 14, 2013. I received a call almost immediately after I ordered the bulb asking me if I wanted the "better" bulb for just another $30. I bought the "better" bulb. The bulb went out on June 14th, called to get a return authorization and they gave me the RMA but then I was supposed to go through this other website that did not guarantee that I would even get a replacement for the defective bulb. I called back and was told "if I wanted to cry about it then they would send me the UPS return tag." So, I "cried" about it. Returned the bulb got the replacement bulb on July 8th. We went on vacation on July 12th so the TV was not even used again until July 26th when we got back and the bulb burnt out on July 27th. Didn't even last 2 weeks this time! I called several times and left several messages and finally got an email for the RMA (AGAIN). This time I wanted my money back. Because it took them until August 12th to finally give me the RMA they got the bulb back on August 21st. I got an email that said my refund would be processed back on my credit card. After waiting for 4 business days I called and left a message. I got another email on August 30th saying that my credit card could not be refunded because it was beyond the time frame. I was told that I would receive a refund check in the mail. I waited again for another week or so because I live in Nevada. Still no refund. I called and emailed and left messages....no repsonse. I continued to call and finally was able to talk to someone on October 7th. I was told that there were "Jewish Holidays" and that their computer systems had been down. I was then transferred to the bookkeeper who I left a message for and she returned my call the next day and told me that she had mailed the refund check that day. It has been over 2 weeks that I have waited for the refund check. I called again on Monday, October 21st and left a message for the bookkeeper...no return call. I called again today, October 24th and selected the sales department. I was told that the check was mailed to an incorrect address and that they will not send another refund check. They will not stop payment on the check and reissue. That it is no longer their problem. The man on the phone was rude and when I asked to talk to the bookkeeper he put me on hold and then I was put into his voicemail. I threatened to have my attorney contact them which I am just waiting for him to return my call. I will post again when I hear from him. This company is horrendous and I cannot believe that they are allowed to do business in the way that they have been doing business. NEVER BUY OR TRUST ANYTHING FROM THIS COMPANY!!!!Desired Settlement: I was promised a refund check. I called and was told the refund check was mailed to my old address. The most recent address they mailed the replacement part (that was defective and returned) was my Carson City address. I was told that they will not reissue the check, so I will never see my money. I don't think this is legal and I want my money back that I was promised. I don't believe that the check being mailed to the wrong address is sufficient reason to not stop payment on the check and reissue another check. This has to be illegal for them to not give me the money that I was promised. I have emails stating that I would receive a refund check. Thank you.

Business

Response:

A second check was sent on 10/28. If the customer still did not receive it please let us know

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,