Mathew Bender

[redacted] contacted us on 02/04/15 asking for "tips" to fix a problem she was experiencing with cartridges she purchased from us. After we responded with the procedure that should repair the condition described, we did not hear from [redacted] until 05/29/15. On 05/29/15 [redacted] emailed us stating that "after... months of research and toying with the machine" she wanted to return the cartridges she purchased on 01/14/15, and had used to print with since then, for a refund. We notified her that 90-day refund period had lapsed, but her order was still eligible for replacements or a store credit. At this point, she proceeded to argue about the terms of our warranty rather than accept one of the return options her order was eligible for. After we clearly cited the terms of our warranty for her, rather than continuing to work with us to return the merchandise, she suspended her communication with us, she posted a libelous review on yelp and filed this BBB complaint. Today, [redacted] has been emailed a UPS return label to return her defective merchandise, if she chooses to, for the replacements or store credit that she is eligible for, granted that the cartridges she returns have not been expended in the 5 months she continued to use them. We never declined her return and she never asked to return the cartridges in February. To support the narrative presented in this response, I have attached both chains of correspondence between [redacted] and our company to this response, and a copy of our warranty from our website. At this point, we have made every possible effort to honor the warranty that we offer, which was accepted by [redacted] as part of the terms of sale at the point of sale. At this point, I encourage [redacted] to use the return label to return the products and either accept replacements or a store credit, that can be used towards other merchandise.

[redacted] contacted us on 02/04/15 asking for "tips" to fix a problem she was experiencing with cartridges she purchased from us. After we responded with the procedure that should repair the condition described, we did not hear from [redacted] until 05/29/15. On 05/29/15 [redacted] emailed us stating that "after...

months of research and toying with the machine" she wanted to return the cartridges she purchased on 01/14/15, and had used to print with since then, for a refund. We notified her that  90-day refund period had lapsed, but her order was still eligible for replacements or a store credit. At this point, she proceeded to argue about the terms of our warranty rather than accept one of the return options her order was eligible for. After we clearly cited the terms of our warranty for her, rather than continuing to work with us to return the merchandise, she suspended her communication with us, she posted a libelous review on yelp and filed this Revdex.com complaint. Today, [redacted] has been emailed a UPS return label to return her defective merchandise, if she chooses to, for the replacements or store credit that she is eligible for, granted that the cartridges she returns have not been expended in the 5 months she continued to use them. We never declined her return and she never asked to return the cartridges in February. To support the narrative presented in this response, I have attached both chains of correspondence between [redacted] and our company to this response, and a copy of our warranty from our website. At this point, we have made every possible effort to honor the warranty that we offer, which was accepted by [redacted] as part of the terms of sale at the point of sale. At this point, I encourage [redacted] to use the return label to return the products and either accept replacements or a store credit, that can be used towards other merchandise.