A Matter of Fax, Inc.

Review: I ordered printer ink almost 2 weeks ago, got email confirmation of order 9 days ago. Have yet to receive order, although credit card has been charged. I went online and found that this company, A Matter of Fax, has a history of deceitful advertising and that I am not the only person who couldn't reach them by phone.Desired Settlement: I have canceled my credit card so they can't charge off of it again. I'd like repayment of the bill for $29.00.

Business

Response:

In Reference to Complaint ID [redacted]Customer had done a charge back with her credit card on 04/23/2014. Where she received the product and the funds from her bank. Please see Invoice Notes below:[redacted] 4/23/2014 4:06:14 PM-(charge back notes for 633676) MERCHANT SERVICE [redacted] - CUSTOMER CLAIMING FRAUD. NOT SO.Item was delivered to customer on 03/24/2014 with USPS Tracking [redacted]We sent this customer their tracking # by email:From: [redacted]To:[redacted]Subject:Tracking Number Not Read: Time: 3/26/2014 11:33:21 AMWe thought you would like to know...We shipped a(n) Canon PGI-225/CLI-226 4 Color Pack Ink tank . Your tracking number is: USPS tracking[redacted]As we have followed through with A Matter of Fax company policy of fulfilling the order collecting payment and shipping item with the above tracking information, we ask that this case be closed and resolved. Customer did a charge-back with her credit card company she has our product and funds. Please close this case.Thank You

Review: We have purchased lamps for projectors and they are defective. We have been trying to contact the company for a replacement or return and we cannot seem to get a hold of a person to communicate with. They put you on hold and then they tell they are sorry but they can not take your call at this time. I have left messages like they ask and was told they would promptly return your call and they never have.Desired Settlement: We would appreciate a refund or a replacement of product. After the service we have received we would prefer a refund so there are no further issues.

Business

Response:

As we have never in our history of 20 years being in business have heard that 8 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 15 day time period for refund/ exchange. It 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 charges. A 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 15 day refund/exchange period for unopened products so long as the customer requests an RMA within 5 days of receipt. Please note that a 25% restocking fee and shipping charges will be active at any such occurrence. All items returned are subject to our inspection and manager's approval. A 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 customer. Merchandise must be returned in the original factory box or packaging, with all original factory packaging materials, inserts, manuals, disks and blank warranty cards. Items that have been discontinued are not returnable and will not be accepted. Items that have been altered, scratched, modified, damaged or tampered with will not be accepted. This applies both to the product and its packaging. Please 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

Review: Order was placed for a specific printer. A matter of Fax sent the wrong printer. When they were called regarding the wrong printer, they stated that they did not have the printer that was ordered. They were to send a return label and and credit the account. They still have failed to do so as of May 26th 2015. Since the middle of April I have been calling them to get a return label. I have left messages and spoke to people. They claim it is not as easy as I would think, that this is a "process" and they have to send a memo to the warehouse. They now claim that they are sending me a label today. I do not believe this as they stated this also before and I want other consumers to be wary of this company.Desired Settlement: refund the credit card at minimal. If this were the other way around they would be charging interest!

Business

Response:

This item was received by the customer on the 20th. They received a label and a full credit on the 4th. We don't feel the negative comment is warranted by the customer.A Label was created before the item was even returned. Thank You

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, Upon Review of the [redacted] bill that I just received today refund has been made. I however did NOT receive the shipping label until 05/26/2015 after I called A Matter of Fax once again.

Review: I ordered a part for $33.33 for my tv. I received an email and a phone call from [redacted]. He explained that the bulb I ordered was not what that tv comes with. That a higher definition bulb is standard. I said ok. He NEVER once said that the higher definition bulb was more expensive. I checked my bank account and there were TWO charges. One for $50.67 & another for $99.57. [redacted] was rude and wouldn't transfer me to a manager. I had to repeatedly ask for a manager and his information. He wasn't very friendly and definitely not cooperative. I asked to please cancel and refund my money. They made an unauthorized transaction on my card. So wrong.Desired Settlement: $150.24

Business

Response:

In response to Complaint Id [redacted],We at A Matter of Fax will like to apologize for any unnecessary rudeness or unprofessional-like behavior [redacted] Anderson may have experienced during this transaction. Ms. [redacted] placed an online order on 03/15/2014, on 03/17/2014 our sales rep Joe, contacted her to inform her that she ordered a lower quality lamp and offered her a higher quality lamp at no given time was it deemed necessary to go with the higher quality over the lower quality. It's an option we offer to all of our customers who would like to save money on buying constant replacements as the higher quality lamps are covered under a 180 day warranty. On 03/18/2014, Ms. [redacted] decided to cancel all transactions with A Matter of Fax.Therefore all preauthorizations/charges were refunded within 48 hours of cancellation.No funds are due as they were already released in March, 2014.Please mark this case closed and resolved.Thank you

Review: I ordered a bulb online for projection TV. WWW.AMATTEROFFAX.COM. Originally priced for $23. Plus $17 for shipping. Was called the next day told no longer available at that price but for $47 plus shipping I could have the exact same bulb shipped the next day. Checked online at order status. Original invoice for $23 bulb was canceled and the $47 is now being charged. Tried to contact company to cancel all invoices. No contact with company. It has to be illegal for them to advertise a price, have you complete the order only to have them cancel it and then charge your account for a higher price without your agreement. I had to cancel my bank card.Desired Settlement: Have this illegal business shut down. After this incident I checked online. Plenty of other customer reviews with the EXACT same problems. So this is an ongoing problem and will not stop with a slap on the hand.

Business

Response:

Dear

Mr. [redacted], placed his original order online at 11:33 am on the web, April 9, 2014.

Mr. [redacted] was called on 04/10/2014 11:01 am by our salesman [redacted].

in reference to the lamp not being available for immediate shipping because of a

backorder.

[redacted] offered him another lamp at a higher price with longer lasting warranty

and quality but the customer declined [redacted] offer on 04/10/14 11:06 am.

We at A Matter of Fax have a 7 business day time period in which we can not keep a pending authorization on

hold because the processor will charge the account, so in order to prevent this

from happening we had cancelled the order. Please see email

correspondence below:

"Dear Customer,

Due to an unforeseen problem with obtaining your item, we regret that we must

cancel your order.

We really do apologize for the inconvenience and hope that we can service your

needs better in the future. Any hold that was placed on your card for the funds

will be released.

If you need further assistance, please call Customer Service at 800 433 3329

Thank You,

Customer Service"

Mr. [redacted] then placed another order, Invoice # [redacted] after normal operating business hours.

The credit card will again attempt another pre-authorization. This is routine operating procedure.

The order was subsequently cancelled the following morning at Mr. [redacted]'s request.

At no times have A Matter of Fax

unlawfully attempted to charge this customers card against his will. We are

asking that this complaint against us be dropped and removed from Revdex.com.

Sincerely

Review: On Feb 24, I ordered a PC from aamatteroffax.com. It was a great price so I ordered. I had naturally assumed it was a loss leader to draw in customers, as many stores do. I watched the price for the afternoon before finally ordering. My order was successfully created and accepted at the time or order including an order confirmation (order # [redacted]). On 2-25, I received a mail from their customer service department by a lady named [redacted] telling me "Due to an unforeseen problem with obtaining your item, we regret that we must cancel your order." The email suggested I contact customer service at a number which only redirected me to another non-toll free number. I tried to call customer service 5 times. 2 of which hung up on me before I could reach anyone after waiting 20 min. 2 other times, I reached someone who transferred me straight to someone's voicemail, and finally I reached someone who tried to transfer me to a supervisor, but that went straight to voicemail, with of course no callback for 2 days. I followed up to the email suggesting that they can't just cancel an order and that they need to find the product which was still listed on the site, or provide a suitable replacement that we agree upon. Their response was that this was a data feed error , with no suggested resolution. Customer service is not trying to work with their customers on a resolution, but instead strong arm customers into believing they don't have to honor their prices. I have copies of the order confirmation, the listing showing the product on the site with the price, and the email correspondence. I'm happy to share these upon request. This is a clear case of a store false advertising and not standing behind their brand with reasonable customer service.Desired Settlement: I expect the store to honor the price they had the product listed for and deliver it per the sales agreement, or to send an equivalent unit that we agree upon.

Business

Response:

In response to Complaint [redacted]We indeed did have a technical Error Feed in our system while transitioning Google's Feed into the A Matter of Fax website.We had over 25+ orders for the same item in which each were charged/preauthorize after clicking checkout on the website to complete the order.Each Customer was called, if no answer was given, they were then emailed an explanation for the cancellation of their order.In no way shape or form was A Matter of Fax advertising LAPTOP PC's for a price at $4.40 each. We do not even carry or sell laptops like this . Error - PN matches something completely different is our error code once each of these orders came in they we cancelled immediately to remove the authorization on each customers card.We take responsibility for the computer error, but we do not take responsibility for false advertisement.This is a basic internal computer error that was fixed immediately and the items were removed from our site.

Consumer

Response:

Review: [redacted]I am rejecting this response because:This customer service team made no attempt to outreach to customers and offer an explanation. they just cancelled. In fact, when I called repeatedly to talk with them, they hung up on me several times. Terrible company who uses false advertising to try and drive traffic. No intent to serve or help customers at all. Regards,[redacted]

Review: This company charged my debit card twice for a TV lamp replacement bulb and would not respond to calls or messages and when I finally called from a number not connected to the bill they answered immediately and as soon as I stated my problem every time they sent me to a voice mail system that is clearly not attended by anyone the one time I got ahold of customer service they said they are not in possession of my funds and they were returned but I've seen no return and I asked why they would return this money before even knowing whether or not I had purchased two lamps or if it was a mistake and they hung up on me there are literally 100's of bad reviews on this place online and can't believe they have not been shut down if my double charge isn't returned in a few days I don't really know my options thanks for your timeDesired Settlement: I just want the second mirror charge returned to my account

Business

Response:

In Response to Complaint [redacted]

Customer placed order on 02/09/2014 Invoice [redacted].

Order was then replaced again with Invoice [redacted] on 02/10/2014 as the original invoice [redacted] was cancelled on this same date.

Invoice [redacted] was processed and shipped with UPS tracking # [redacted]

Invoice [redacted] as canceled customer was emailed transaction reversal detail and told it takes 48 hours depending on his bank on when the pre-authorization/charge would clear.

Customer was refunded back in February of 2014.

Please consider this case closed as no funds are due at this time.

Review: I attempted to purchase a [redacted] from A Matter of Fax. It was a factory refurbished model and sold for $122.22; I received an email stating that the model was out of stock and I could get a factory new model shipped sooner for $185 so, I paid the extra money as that is the given price for that model at nearly every office store nationwide [redacted]. When I received the product, the package states "Factory Refurbished" all over the box. They deceived me and sold me the refurbished model at the new price. As I am happy with the refurbished, I simply want a refund of the difference between the $122.22 (free shipping) and the price I was charged. It was intentionally deceptive, as the boxes clearly indicate their refurbished status.Desired Settlement: A refund of the difference between the price I was charged ($185) and $122.22, the advertised price of the item.

Business

Response:

Dear [redacted]

We have issued to our customer the cost difference of$ 62.88 as a refund it will appear on their account within 48 hours. There was a miscommunication with the sales rep and customer and shipping manager.

Please see the credit issued below:

Bill To

[redacted]n

([redacted]

(f)

Ship To

None

([redacted]

(f)

Invoice#

OrderDate

7/7/2014

Salesman

Source

Ship Method

Ground

Payment

Information

Card Type:

AccountNumber:

..[redacted]

Card Holder:

Expiration:

08/15

Qty

OEM

Description

Price

1

DCP7065DN

DCP7065DN Digital Laser Printer Copier - No Fax

($62.88)

Subtotal....

($62.88)

Shipping, Handling &

Insurance....

$0.00

Sales Tax....

$0.00

TOTAL....

($62.88)

Review: I placed an online order and was billed without a subtotal. At order end, the shipping alone was $38. I called the business IMMEDIATELY after seeing the total (9 pm at night) to cancel the order and requested a return phone call. I did not get a response. I called again AFTER the product arrived and requested a return auth number as per their instructions (8:30 pm) and got no response. I want to return the product and a full refund for the product, the shipping and my return shipping costs.Desired Settlement: I want a refund of the amount for the product, the shipping costs plus my cost to return the product (which will not work in my printer). $71.30 billed to by Via Card on July 22.

Business

Response:

The shipping selected was for rush shipping. This is the service selected and delivered. As a good faith gesture we're electing to drop the shipping charges back to standard ground rates.If that was not an option, the return instructions were emailed to the customer, and has yet to be filled out to be returned. Thank You

Consumer

Response:

I am rejecting this response because:

I did not receive return instructions by email. I tried to call to get a return authorization number and got no response. I also requested return of the product because they would not work in my HP printer. I got no response. I need an RA number and I will return the product.

Consumer

Response:

I am rejecting this response because:

I received your instructions but cannot log in. I requested a new login password from the CRM website but didn't receive it. My email address that you have on file (that I used to buy the items) is [redacted] I've searched every folder and never received the RMA instructions nor the password reset to this email address. If you'd be kind enough to assist with that, I will handle immediately.

Review: On 8/7/13, I ordered a Laser Printer that their website said was "Brand New". When it arrived on 8/19/13, , I noticed that it had a remanufactured sticker on it, which proved that it was remanufactured/used. I called to report the problem and "[redacted]" at extension 310 said that he would call me back within 24 hours with a solution. As of 8/21/13, he had not called me. I called and spoke to "[redacted]" and he said that he lost the paperwork. He then told me that they must have sent me that printer by mistake and that his company will not have a replacement printer for a week or two. I then mentioned that yesterday (8/20/13) the website was selling the same printer for $460.00. He said that it was a mistake. I told him that he needed to honor it with the replacement of this printer. He said no.

This company is operating and a very unprofessional, illegal manor.Desired Settlement: I would like them to send a pre-paid shipping label for the incorrect printer. I would like them to send a "Brand New" printer and also honor the price that was listed on their website on 8/20/13.

Business

Response:

To Whom it may Concern,May I please have either an order number or the Phone # provided while placing the order, for me to see what went wrong here and fix the problem,Ari

Review: The company advertised few different computers at a very low price.

I ordered a laptop. I printed a reciept, was sent a confirmation email.

A couple of days later I logged onto the costumer service link on the website,

and found that my order was cancelled.

I called the 800 phone number and the representative was a bit rude,

Told me that they no longer have the product in stock and that's why the kefir was cancelled.

I asked why I wasn't contracted, he responded that they sent me an email.

I told him that they didn't, and he told me to check in spam folder.

I did just that, there was no email notification.

At that point the rep had nothing more to say and he simply hung up.Desired Settlement: The store should honor their advertised price, even if the product is on backorder.

I will not mind waiting.

Business

Response:

In response to Complaint [redacted]We indeed did have a technical Error Feed in our system while transitioning Google's Feed into the A Matter of Fax website.We had over 25+ orders for the same item in which each were charged/preauthorize after clicking checkout on the website to complete the order.Each Customer was called, if no answer was given, they were then emailed an explanation for the cancellation of their order.In no way shape or form was A Matter of Fax advertising LAPTOP PC's for a price at $4.40 each. We do not even carry or sell laptops like this . Error- PN matches something completely different is our error code once each of these orders came in they we cancelled immediately to remove the authorization on each customers card.We take responsibility for the computer error, but we do not take responsibility for false advertisement.This is a basic internal computer error that was fixed immediately and the items were removed from our site.

Review: I purchased a replacement projection lamp for my TV on 10/02/13. They called that same night to tell me the part would not be in warehouse until 10/03/13 and they would ship it that day. I said fine. On 10/14/13, I called because I had not received the part and their website indicated that there was no tracking number to indicate it had been shipped. I called the customer service number and she said that their credit card machine broke, that it had been down for a week, but was back up on 10/13/13 and my card had been verified and charged accordingly and that the part would ship on 10/15/13. As of today, 10/21/13, the part has stil not shipped, but now no one answers the phone at customer service.Desired Settlement: We've been three weeks with NO TV set. We'd like the lamp we paid for, and we'd like it delivered ASAP. Or I want my money back ASAP. Thank you.

Business

Response:

The order was delivered with UPS on 10/22/13 (tracking number [redacted]).

If there is still an issue, please let us know

Review: Upon checkout my total was $77.00. I am extremely careful about how I purchase online and always check the final total including shipping prior to checkout and this was no exception. Five days later my credit card was charged an Additional $51.45 totaling $128.45 with no explanation. The checkout showed my total, but the email confirmation did not include any pricing information. In addition, the printer came missing the paper loading tray and was packed with inflatable foam which may damage the printer to remove. I cannot tell if the printer contains a toner. The printer was advertised as "refurbished" but is obviously old and used. The contact phone number goes to a recording and there is no email address. The thing I hate most about this stuff it is wastes my time. Why cant people just give you what they advertise at the price they advertise. This is what kills the small businesses that are actually ethical because there are too many of these unethical businesses we have to lookout for so we don't waste our time.Desired Settlement: I would like an apology for the unethical business practices, a full refund of my money and a shipping label to send back whatever it is I received or permission to throw it in the trash (as it may not be worth the price of shipping). In reality I should be compensated for my time/gas/energy to deal with this issue.

Business

Response:

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.

Business

Response:

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.

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 given that they refunded my money. They should still change their evil and deceptive practices inspired by satanic greed.

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 given that they refunded my money. They should still change their evil and deceptive practices inspired by satanic greed.

Review: I placed an order for ink toner for my Samsung printer SCX3405W. I did this on the internet. The way the web page is said up you have to confirm your order first and only after receiving the confirmation do you know how much they are charging you for shipping. at that point it is too late to cancel because the order is confirmed. The item I purchased cost $30/- on the comparison chart provided on the internet. There is absolutely no mention of shipping cost which is misleading. After I confirmed my order the item cost showed $42.99 which was 12.99 for shipping.

I would have opted for regular shipping if given the opportunity but no such option was provided. I called the Company and they refunded $7/- to my card.

I HAVE STILL NOT RECEIVED THE ITEM APPROX. 24 DAYS SINCE THE ORDER WAS PLACED.

This company is open generally three days a week and for a very few hours each day. I e-mailed them and did not get any reply to my e-mail. There is a lack of transparency on their website. It is set up to bait customers by offering a low price and then trapping customers with a totally different cost after the order is confirmed. Their customer service is terrible. No one should be put through such a terrible poor customer experience. These people should never be allowed to be in business.Desired Settlement: Their misleading website should be appropriately corrected so that customers are not cheated. Due to people's busy lives this Company probably gets away with a lot and continues to earn money because people do not have time to litigate issues. I should be sent an ink toner for free for the amount of business I have lost due to their inefficiency in filling the order of my ink toner, for which I have waited for almost one month.

Business

Response:

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.

Consumer

Response:

I am rejecting this response because: The business knowingly allows a lack of transparency on their website. Final 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 website. My order was placed on Oct 3rd 2014 and I received the item on Oct 24th 2014. Even regular shipping does not take that long. That was a three week period. If your Company has an unusual work schedule then let the customer know that. If it was normal regular shipping I should have received the item in 5 to 7 business days.

Customers are used to receiving their orders in 3 to 5 days for online orders and often with even free shipping. Your business not only incorrectly charged me for express shipping and then returned the extra 7 dollars only after having to be called about it. The incorrect charge was wrong to begin with. How 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, 2014 which was 21 days after the order was placed.

This is a clear indication of poor business practices.

Review: I ordered and received a toner cartridge from the business. It arrived in a sealed plastic bag with toner all over it. I emailed the company but did not receive a reply. I called customer service. A man told me to give them 24-48 hours to reply to my email. It has now been a week. I have tried calling customer service again but always get a voice mail message. I have left 2 messages but no one calls me backDesired Settlement: Replace the defective cartridge asap

Business

Response:

Hello,As we are very sorry to hear about your discomfort and un-satisfaction of your original purchase on Invoice [redacted], per a Conversation with Jonathan and the customer, this case was resolved by issuing a refund for the original defective merchandise and a replacement has been shipped out on Invoice 654018.Invoice [redacted] was refunded today and on 04/30/2015 a replacement order was made and shipped.Please confirm receipt of merchandise within the next few business days and help us close and resolve this case with Revdex.com as it was unfortunate to have received the merchandise in the condition mentioned and we have taken the necessary measures to provide you with complete customer satisfaction.Thank You[redacted]Customer Service Mgr.

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,

Review: This company bait and switched me. They show a product that they do not have in stock as being in stock and then call/email you asking to speak with you. When you contact them they tell you the item is out of stock and then try to sell you the same item for more than advertised.Desired Settlement: I would like the item I purchased delivered within the 2 days they said they would deliver it. If they cannot do that then I would like a full refund.

Business

Response:

To Whom It May Concern,

We do NOT practice "bait and switch" - we called this customer since the item he ordered was out of stock, we had a different manufacturer (a better more expensive one) that had the item in stock, so instead of canceling the order we called to see if the customer wanted that item.

We ended up shipping the customer an upgraded version of the lamp on at no extra charge on 9/3/13 with tracking # [redacted]

I believe this settles this case.

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, but only because I did receive the item that I had ordered.

However, a quick Google search returns several links, one particular is quite interesting:

And, here are a few of their interesting reviews:

"Bait and switch operation: I ordered an item, they took my credit card information. Here's the scam:" -[redacted]

"If that weren't bad enough, they also claimed they were out of the product I ordered and upsold me a lamp that was 50% more expensive." -[redacted]

"I ordered a $30 w/shipping toner cartridge from them. 3 weeks later I get a call saying they don't have the product in stock and won't get in for another week." [redacted]

I am telling you that this is EXACTLY what they did to me too.

Regards,

Review: On 12/302014 I ordered a light bulb for my tv. On 1/2/2015 I called to ck on shipping details was given a [redacted] TRACKING NUMBER. The search stated shipping label printed but on shipped. So I sent email to matter of fax requesting explanation, none give. I called [redacted] they stated label was printed but they do not have package. Left several messages and sent several emails. NO RESPONSE RECIEVED FROM MATTER OF FAX. So I called again. Was was finally told package had fallen between "something" and had not been shipped. A promise was made to ship it today. I have contacted [redacted] they still do not have the package. If the item ever get shipped I would like my expedited shipping fee refunded. If it is not shipped I would like a full refund. ASAP! I have spoken to Joe, Stephanie and Kristina and others I do not have names of I HAVE ALSO SENT EMAILS. NOT ONE RESPONDED. VERY POOR CUSTOMER SERVICE!!!!Desired Settlement: REFUND SHIPPING FEES AND POSSIBLE ITEM REFUND IF NOT RECEIVED

Business

Response:

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.

Consumer

Response:

Review: [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,

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The inconvience being they sent me the wrong light. Not 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 [redacted] was there. I 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 mind. But 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 4 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,

Review: Ordered a tv lamp on 1/15/14, next day a rep called and verified all info and said your order will be shipped tomorrow. On 1/27/14 I called got no response, checked online status it showed cancelled, I was surprised because I had not cancelled it and I was told it was being shipped. I called again and was told yes it was cancelled due to not having the item in stock. I asked for the manager because I was upset that I was lied to, I complained to manager that I should of been notified at the time of my order that it was out of stock so I would not have waited so long without a tv. The manager [redacted] promised me that I would have it in the middle of coming week and because they made me wait for so long he would do an express delivery with no extra charge and I thought it was fine and I believed him. After waiting for 9 more days thinking I will be receiving it now, it never came. Again after I emailed them and left a message I got an email telling me thy expect to have it in stock in about a week. I have been with a tv for about a month and been lied to and they never called or emailed me to notify me of that the item is out of stock. even to this day it is advertised on their website and does not state that it's an out of stock item. This is not acceptable customer service. They have done wrong twice.Desired Settlement: I don't trust this company but I want them to send me the item complimentary due to them promising me fast delivery and having me wait for a month without a tv.

Review: We purchased a Canon ImageRunner Color Copier from this company for $7,069.01. What was sent to us didn't match the picture and there was no base on the copier which makes the copier not usable. The vendor is not willing to refund the cost of the copier or provide us with a new base and we paid by check so we have no recourse but legal action. We would be willing to buy a base at this point as this is effecting our operations, but that is not an option. Had we known the copier had no base, we could have purchased it elsewhere for less money.Desired Settlement: We would prefer to get a base so we don't slow down operations. If we can't get a base we would like a complete refund of the equipment.

Business

Response:

The picture is from the manufacturers web page. The unit we sell is the unit as the manufacturer sells it. Which is for the base unit with options left for the customer to choose. We show these options on our web site as options. If there was an impression that the options were included we sincerely apologize that was not the intent. Considering the margin we collected on the sale which was less than 10% we cannot gift any of the options as that would put us in the negative. Again we apologize for any inconveniences this may have provided.Please be aware that a Base Unit order was put in on 07/16/2015 and once trackign information is available it will be provided to [redacted]Please help us by closing this case and marking it resolved,Thank You.

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,

Review: I ordered printer ink and then received a telephone call stating that one item of the large ink order I placed online was not in stock. (Invoice - [redacted] telephoned to tell me that he could substitute generic toner. He assured me that it was fully guaranteed and as good as the name brand I originally ordered. He stated that I could return it if I was not satisfied. When the ordered arrived EVERY SINGLE TONER CARTRIDGE was generic - not ONE of the name brands that I ordered. I contacted them to state that I wanted to return the order. He gave me the name of "[redacted]" to contact for the return. When I tried to contact her - she did not respond. When I subsequently tried the ink to see if maybe it would work, since I could not get them to answer my emails or calls (dating back to June 12, 2013) - the cartridges were a disaster and did not work. I have tried at least twenty-three times to get them to respond to my complaint. They simply ignore my requests. (I have copies of all the emails, as well as phone records.) Their advertising is false - their guarantee is bogus - and there is no customer service. I consider their behavior theft. Thank you for your help.Desired Settlement: Full refund of purchase - invoice [redacted]

Business

Response:

We had tried resolving this with our customer back on 05/16/2014

We provided her with an RMA # to return we received the return through USPS tracking # [redacted]

As this order is over 1 year old and not routine, the credit /refund will not be applied to the credit card as our credit card processor does not credit back after 3 months.

This invoice has been given to our book keeping department to have a refund check mailed to our customer. As this went back to one of our suppliers, the return refund process does take time because of the lengthy time period.

Please consider resolving this case as we are in progress of getting a refund check mailed out to our customer.

Business

Response:

We stand by our claim that a Refund check in the amount of $420.09 is being drawn up by our Bookkeeping department this week and will be physically mailed to your address as this is over one year old and the card cannot be refunded per our credit card processor.

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.