ASAP Inkjets

Review: Received Printer Cartridges that aren't configured for my Brother MFC J6710DW. Called and resolved issue for refund but company has not complied.

Problem Date 9/11/2013

Purchase Date 9/5/2013

Model Numbers [redacted]

Order Numbers [redacted]

Account Numbers NA

Sales Rep No Name Given but has Eastern Indian Accent

Payment Amount $12.98

Payment Method Visa

I ordered the Printer Cartridges online on 9/5/2013. A few days ago-I received my order but they did not fit my Printer so I did not try to install them. I called Asapinkjet.com at XXX XXX XXXX and told them about my problem. Right away-i was told by a man that I should call back in 20 minutes (he had an Eastern Indian Accent.) I thought the request was odd but I called back in 20 minutes. When I called back I was hung up on multiple times after someone would pickup the receiver but not say anything. Afterwards-when I called again-the line would be busy and my call rerouted to a voicemail box that was full and could not take anymore messages. After multiple attempts I finally got through and the man with the accent answered. I told him about the problems I was having and that I needed to get this Printer Cartridge Problem Resolved. He then put me on hold and returned to tell me that he sent me an email that would tell me how to fix the problem. I told him again that the Printer Cartridges didn't fit properly and that at this point I just wanted a refund. He told me that he would send me another email in which he would give me the return account number that is needed to receive the refund. To date-this email has not been received. Yesterday-i received an email from an [redacted] and in it he asks questions like-Did I put the Cartridge in the correct Spot? Did I plug the Cartridge in? Did I get the correct Cartridge? These are the same questions that I was asked by the man with the accent when I spoke to him by phone. My order was transacted online by Asapinkjets.com at [redacted] irwindale,ca XXXXX-XXXX Phone number is XXX XXX XXXX. Upon doing research-i found that an [redacted] is the owner of this company but the address shows 7345 Granite Bay, Ca 95746-6248 and he has had multiple complaints addressed by the Revdex.com. I note this because an [redacted] sent me that email asking all those Did I questions. In it-he says that he will forward my email to upper management once he he knows the name of the person that I talked to over the phone. If he is the owner-what upper management does he have to ask? In conclusion-I hope that I can receive a full refund and that this company can be exposed for their bad business practices. Thank you. Desired Settlement: I would like to be refunded $12.98

Business

Response:

Initial Business Response

This customer was refunded the full amount of his order on 9/12/13. His order was dated 9/05/13. The amount was refunded to his credit card when he made purchase

Here are the details of his refund

[redacted] - 09/12/13 11:23:46 AM

Refund confirmed (Transaction ID:4RKXXXXXPVXXXXXXR, Gross Refund Amount:$12.98)

Also here are notes from our customer service

[redacted] - 09/12/13 11:21:20 AM

customer wants to return for refund. says the cartridges are not fitting. will issue refund, no need to get used items back.

As you can see we responded quickly to his request.

Please let us know if you need any further information.

Thank you

Final Consumer Response

I accept the Monetary Refund but do not agree with their Bad Business Practices.

Review: I contacted this company because my printer died unexpectedly and I still had unused and unopened printer cartridges from my last order. At first they told me could only issue me a store credit which was fine except they don't carry supplies for my replacement printer. I am a long time customer of this website. So, after a few emails, I was told to return the merchandise and they would refund me minus a restocking fee, I agreed, mailed them the merchandise and waited. Followed up for the next 2 months, I was told, refund was processed back to my credit card. Today, on April 7th, I am being told they cannot refund only store credit. Ridiculous for $25 and 10 emails later, I cannot obtain fair customer service and their commitment to me. Now, they hold my merchandise and I am out that money plus the shipping money. They are not acting in good faith and to their own word. Poor customer service.Desired Settlement: $26.23 RMA 18357 70308We can refund you $26.23 after deduction of 15% restocking fee.MAR 18, 2015 | 12:40PM PDTDavid replied:Dear [redacted],Yes, money has already been refunded to your credit card.

Business

Response:

Company states: The consumer has $23.96 in store credit and the refund not possible since the order was placed on November 20th, 2014.

Consumer

Response:

I am rejecting this response because: I have a commitment in writing by the company for the refund in good faith for returning the merchandise. Since, I cannot use their store credit, I would have kept the merchandise and sold it myself. I want the business to stand by their written word of a refund and want a check sent to me for the agreed amount.

Review: I emailed [email protected] on 2/2 and again on 2/3 but did not receive a response. I placed an order on 1/8/15 for ink cartridges which did not work in my printer. After reading the troubleshooting information found on their website I discovered that refill cartridges DO NOT work in this particular printer. I am not sure why they would sale them to anyone knowing that. I had to go through the "trouble shooting" website in order to replace the cartridges. After going through that process and sending the requested information, I did not receive a response and when I checked on the status of my replacement I received another email directing me to go through the trouble shooting process again. I explained that I had already been through that process and then resubmitted the requested information again. I was then told that I would receive replacement cartridges. I did receive them several days later, but when I tried to install them I realized that these are the exact same cartridges I received the first time with the same results (error message) as before. I did explain to them via email that it has now been about a month since I first placed the order and that I would like to get this resolved quickly. I do need to use my printer. This is not a home printer, it is my work printer and is necessary for my job.After not hearing from this company for several days I emailed them again and explained that I would be reporting them to Revdex.com if they did not respond. It has been a week now with no response.Desired Settlement: I would like a refund a $54.12. Issued to the credit card it was charged to. Thank you,[redacted]

Business

Response:

Company states: We have sent communication to the consumer requesting how they would like to proceed. Whether to receive a refund or replacement. Please respond to the e-mails from our company so we can resolve the issues.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

I didn't receive any correspondence from the company after I told them the product didn't work and requested a refund. I didn't have any problems receiving emails from them prior to the conflict. I did check my junk file and my deleted file in case the email was placed in one of these folders. There are no emails from this company to me after the complaint. However, I did receive replacement cartridges from the company. The replacements work fine and I am satisfied with that.