Toner Max

The order was placed on September 30, and delivered via FedEx [redacted] on October 2, We have a day return policy on all items (from the time of delivery) The customer contacted us on February 20, 2015, months afterwards to report the issue I have spoken to the customer via the phone today and offered to replace the item at no additional cost because he is a repeat customer I however, have asked him to take a picture of the unique private barcode that we apply to all of our items So long as that barcode matches the order then we will send the replacement The customer said they are on vacation until March 8th and I will not get the photo until then I consider this matter resolved from my end, and if there is anything further needed for the decision, please let me know

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I have ordered several items from Toner Max, and the last order was thought to have been product for my Samsung Copier, but instead I mistakenly ordered the same product for a Ricoh copier. This was my mistake but given my status as a repeat client, I would have expected better treatment. I had to negotiate a waiver of a ridiculous restocking fee, and then I left several messages on the customer service line that never were returned, and the web based return processing communication system is very dissatisfactory. In the end I have agreed to pay for resending the product, for a full refund. I will wait to see when that comes in before being satisfied, and I am still upset about having to pay the full price for shipping. Not even the heavily discounted corporate shipping rate was offered to me, so they will not have a return customer
Regards,
*** ***

Product shipped was exactly what was ordered. We have agreed to accept the product back and have issued an RMA. Currently waiting for customer to return the product, and then refund will be issued. As of now, we are waiting on the return from customer

The order was placed on September 30, 2014 and delivered via FedEx [redacted] on October 2, 2014.  We have a 30 day return policy on all items (from the time of delivery).  The customer contacted us on February 20, 2015, 5 months afterwards to report the issue.  I have spoken...

to the customer via the phone today and offered to replace the item at no additional cost because he is a repeat customer.  I however, have asked him to take a picture of the unique private barcode that we apply to all of our items.  So long as that barcode matches the order then we will send the replacement.  The customer said they are on vacation until March 8th and I will not get the photo until then.  I consider this matter resolved from my end, and if there is anything further needed for the decision, please let me know.

Review: Purchased a [redacted] toner cartridge [redacted]. When shipping box was opened it was obvious that the cartridge box had been opened. it had been taped shut with clear tape. It is very obvious it had been opened prior. Rocking the cartridge sounded like "rocks" or "pebbles" moving back and forth. Sent pictures to vendor. I can email to Revdex.com also. I asked for replacement and was denied. Telling me to contact [redacted]. I cannot believe Tonermax would ship out a box that obviously had been opened like this. I have been a customer of theirs for many years. They asked me to try it, but I want a replacement. Toner dust is not something I want to deal with in my printer. Someone had previously cut open this box with a razor blade and re-taped it shut. Be glad to email the pictures for proof of a tampered product.Desired Settlement: A phone call and product replacement would suffice. Whether I would ever do business with them again will be measured by how this issue is resolved to my satisfaction.

Business

Response:

The order was placed on September 30, 2014 and delivered via FedEx [redacted] on October 2, 2014. We have a 30 day return policy on all items (from the time of delivery). The customer contacted us on February 20, 2015, 5 months afterwards to report the issue. I have spoken to the customer via the phone today and offered to replace the item at no additional cost because he is a repeat customer. I however, have asked him to take a picture of the unique private barcode that we apply to all of our items. So long as that barcode matches the order then we will send the replacement. The customer said they are on vacation until March 8th and I will not get the photo until then. I consider this matter resolved from my end, and if there is anything further needed for the decision, please let me know.

"I shopped around for a less-expensive toner cartridge for my laser printer, and let me remind you, buyer beware. The reason their cartridges are so much cheaper than list price? It's because they will send you a used, nearly-empty cartridge, then make you jump through all kinds of hoops when you try to get your money refunded. I was fooled by this shady organization several years ago when they were doing business as TonerMax, the same exact scam happened to me again when I found them listed under SuplusToner. I wonder what name they will be doing business under next year… BargainToner? Let me suggest a better name: TonerScam."

Review: ordered product, it was wrong product maybe my mistake but they will not take back in exchange for right or refund. Product is working, they won't take it backDesired Settlement: product/EPSON-STYLUS-PRO-4000-7600-9600-INK-C ART-LIGHT-BLACK-110ML/T543700/14192

Business

Response:

This customer purchased from two of our websites, MyPrinterParts.com and BestTonerShop.com. The order in question is actually [redacted], a MyPrinterParts.com order.

Customer came to us over live chat and asked us which item he needs to purchase. Through the live chat the customer told us he needed a dye ink, and we told him to purchase the [redacted] which is the color he was asking for, that was needed for his machine. The customer ordered a different item instead of what we told him he needed. He then received the item, installed it, and realized it would not work. He came to us to do a return and they initially told him that because the item was used, we would not do a return on it. I have attached the live chat between customer and us and the actual order the customer placed.

I, [redacted], personally contacted Mr. [redacted] last week and left him a voicemail on his cell. He returned the call and left me a voicemail. And today at 9:00 am EST approximately we spoke on the phone about this. I informed Mr. [redacted] that I would be willing to make an exception and do a return minus a 20% restocking fee and he would have to pay for shipping back. This is our normal return policy that is offered on un-opened items and can be viewed via a hyper link on all of our webpages called "return policy." Here is that hyper link https://www.myprinterparts.com/feedback/#remote-tab-4

Mr. [redacted] said that he did not understand why he had to pay a restocking fee. I explained that he ordered the wrong item and now that item can not be resold as new, so I am going to eat the loss on the product because he ordered and attempted to use the wrong item. He told me that he would just like to ship back the old item and get the new, correct item shipped to him. I informed him that he is welcome to place a new order for the correct item and we would handle the return of order [redacted] on it's own. He told me that he was not sure if he liked this resolution, and would email me back at a later time.

I feel as though we have gone beyond what we normally would in a case like this. If product is used, then we can not re sell it, and have to pay to have it recycled. The customer asked what he should order for his machine, then ignored what we told him. Why should we have to eat the full loss of this product when we shipped exactly what the customer ordered on our site. We held up our end of this transaction. Please let me know your decision on this matter.

Best Regards,

Senior Customer Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have spoken to, [redacted] I feel like he is not being truthful about the product being worthless at this point.

It just is incorrect product for my machine.

I think the fair thing is that I ship the product back at my cost, he waive the re-stock fee and send me another printer cartridge,(the right cartridge) that is what I have experienced in past orders with other companies. At this point I think I would like my credit card reimbursed and I will ship back the cartridge at my expense and find another vendor.

Sincerely,

Review: When you make a purchase on their site, on the product page, there is a warranty tab that explains "We guarantee that the product you receive will be fully functional - just install it and print away." The fine print that you have to read later after you have a problem is that they only accept returns for 30 days. They need to print that right there, when they are selling it to you. Then customers are at least aware of it and know to test the product right away. Most businesses order supplies ahead of time and don't get to test them within 30 days. The other issue is that the products that I ordered were remanufactured even though it did not say they were. This also needs to be disclosed on their website.I purchase three toners and all three were bad. Tested in multiple printers that work fine with other toner.Desired Settlement: They need to put the 30 day notice on the product page so customers are aware of it. They need to list remanufactured products as such.As for me, it would be nice if they took back the junk that they sent me.

Business

Response:

Currently the customer is dealing with my customer service team to resolve this issue. He has just recently sent scans at our request. I have authorized a full return for this customer and apologize for any inconvenience to him. If there are any other issues, please contact us and we will resolve asap.

Thanks,

Consumer

Response:

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,