1/5

posted Feb-23-2005

"The absolute worst shopping experience I ever had!! We ordered a fax machine for our business from A Matter of Fax who assured us that we'd receive the fax within 2 days. A week later, the fax machine was finally delivered - to the wrong address! Another week later, we finally got it at our office. Then, 3 days after we open the box, the fax machine stopped working! We called the manufacturer and they told us that the problem was with the machine and that we would have to have it exchanged. We called A Matter of Fax to make the exchange and they gave us hell. First, we were told to write an official complaint online because they cannot do anything with complaints over the phone. After that, the same exact person, Kelly, called us back to tell us that we would have to purchase a second fax machine, then, upon their receipt of the defective one, they would refund us the charge for the second machine. In addition, we would have to pay for a restocking fee and any shipping charges involved. I told her that we absolutely will not give them any more money than we already have. She told me that it's their "policy" and that she can't do anything about it. I asked to speak with her supervisor and she told me that she WAS the supervisor. I told her that I will call her back. The next day I spoke with her again about the same thing. She told me that she still cannot do anything, but this time suggested that I speak with her supervisor. I was under the impression that she was the supervisor, but apparently, "I am the Supervisor of Customer Service" doesn't mean what I thought it meant. After having a long talk with Kelly's supervisor, Jason, we came to an agreement that they will waive the restocking fee and shipping fee, we would pay for the second machine and have that charge refunded after we return it. He told me that as for the shipping cost of the return, I would have to discuss it with Kelly. Kelly stubbornly refused to pay for the return shipping costs. I asked how much the shipping would cost and Kelly told me that she would check with her warehouse and then call me back. 4 days later, we received an e-mail saying that our credit card was refused. They had placed an order for the second fax machine without consulting with us first. I called them to speak with Kelly, but she was out on vacation. I gave another Customer Service agent our credit card number so that they can place the order. A few days later, we got the fax machine and installed it. Another few days after that, we got an e-mail from Kelly saying that we need to return the old fax machine. I called her to discuss the shipping costs. I was placed on hold for over 20 minutes, so I hung up and called again the next day. I reminded her that she never got back to me regarding the shipping costs yet still went ahead with placing the order. She still would not pay for the shipping, so I asked to speak with somebody else. She gave me Jason again. He told me that he didn't charge us for the shipping when we first placed the order (which is their offer, not some special exception they made for us), he didn't charge for the shipping when they had to reship it because they sent it to the wrong place and they didn't charge us for shipping the replacement machine, all as a courtesy to us, so we should return the courtesy by paying for the return shipping costs. It's the least we could do. I asked to speak with somebody above him. He said that he is as high as it goes. I asked for the name of the President of their company. He gave me his name. I asked him if he was the president. He told me he was the president of customer service. I asked for the president of the company. He told me that the president of the company does not want to deal with the customers. He doesn't want to deal with his customers!? I persisted on getting the name of the president and he persisted in refusing to give it. Finally, I had my boss, an attorney, talk to him. After about 10 minutes of talking with my boss, Jason told him that he'll call us back. A few minutes later we got a call from someone, not Kelly or Jason, saying that we should have received an e-mail with the tracking number for the UPS pick up. They finally decided to pay for everything. I think that A Matter of Fax is hugely mistaken in their understanding of customer service. If something goes wrong with the order, it is not the consumer's responsibility to deal with all of the headache involved in solving the problem. The company should handle it responsibly and amicably, especially the people at Customer Service. I can understand that the defective machine was unintended, but their inability to deal with the problem in a speedy and reasonable way was appalling. This could not have been the first time that one of their customers received a dud. I have to say that this was the absolute worst experience I ever had in dealing with a purchase. No one should have to go through the aggravation they put us through. I recommend that nobody use A Matter of Fax. I guarantee that I never will again."

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2/5

posted Mar-16-2009

"Worst print cartridge buying experience ever! NEVER USE THESE PEOPLE! We bought cartridges in Jan and were "bumped" up on the price, so they didn't honor their web price at all. Then the cartridges were crap (our perfectly running printer has never run correctly since), so we returned two cartridges over a month ago, and still haven't even heard from the company. No refund, no product. And if you do a return, their policy for returns is nothing like what the salesman tells you on the phone. Their "money back" guarantee is complete BS. RUN AWAY with your money!!

Followup notice: The customer service person at the company did come through with our replacements and was very nice to deal with, so we are satisfied with the followup service. "

This review was modified by MLYNCH2020 on March 25 2009 06:30:06 PM

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1/5

posted Sep-16-2004

"Buyer beware! Worst experience in 10 years buying on Internet. Only thing prompt about this place is charging your credit card. After 13 days, still no receipt of Canon printer. No e-mail or telephone status in interim. Uncaring and unresponsive customer service. Kept waiting for long periods on long-distance toll calls while CS rep "researched" order status with "shipping company." Following cancellation of order, no refund to credit card account after 48 hours. Looks like I'll have to file disputed charge to get a refund credit."

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1/5

posted Jul-23-2010

"place my order online waited a week and had not heard any thing from them. I called to find out the status of my order and was told that it would ship in 24-48 hours waited 2 more days. I got an email saying that they canceled the order. After 15 minutes on the phone and talking to two different people I was told that they think they discontinued this model and that they don't stock it anymore. I searched this printer one more time and found that manufacturer who makes the printer had over 200 in stock and another company. whom I reordered it from had over 400 in stock. "

This review was modified by delski3 on November 02 2010 07:39:00 PM

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1/5

posted Aug-10-2004

"Very poor. Item never arrived.A month later they are just putting the "tracer" on it, but I was able to settle directly with FedEx after I explained the company wouldn't do anything. I had to file the claim with FedEx. All this company had to do was send the original info and they never even did that. I do not recommend. I kept getting email that said "Please allow another 24 to 48 hours" FOR A MONTH!! Worthless merchant in my opinion."

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1/5

posted Oct-15-2004

"This company does not stand by the listed price on their web site. I wanted a printer they had advertised. I called and confirmed the quantity and price with their sales rep. I gave the appropriate credit information. The order was confirmed and I recieved my invoice at the quoted price. Two days later I checked for my tracking number only to find out they had cancelled it that morning. When I called customer service to find out why? I was told the listed price was too low and I could buy at the higher price. In my opinion if they invoiced me and confirmed my payment they should honor their price. I WOULD ADVISE EVERYONE TO LOOK ELSEWHERE."

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1/5

posted Jun-23-2011

"This company did a bait and switch on me. They then tried to impose numerous requirements on me to get my money back. Below is an e-mail letter I sent to their customer service.

When I pointed out the bait and switch to the one representative I was able to speak to, Joe, his only response was do they work. They don't and they were not what I ordered of paid for.


Hi Lucy:

Thank you for your e-mail below. I have gone to the link. I do not agree with the conditions you have placed on the return. Thus I was unable to compete the process. The conditions are illegal and illusionary.

Your company advertised a particular model of product with a particular model number. I confirmed through a telephone conversation with a representative of your company that the model was the exact same glasses that panasonic makes and shipped with my TV, before I placed the order. The model number you advertised was essentially the same as the panasonic model number, the only difference being a "U" at the end of your model number, which is not on the model number of what I have. That is why I called to make sure they were the same model and glasses.

What you shipped is completely different. The model numbers are completely different. They are obviously a cheep knock off of what you advertise. They do not work. I paid for the model number you advertised and which I confirmed were the same glasses I have.

I would like a full response and explanation for what happened. If I do not get a full and satisfactory response I will take steps to have your company held responsible for illegal and unfair practices.

You charged me for the products I purchased as well as shipping, and then you sent me a cheap non functional knock off. You are responsible for giving me a full refund or the price and shipping. If you want them returned you are responsible for the return shipping cost. This is your company's screw up, and I do not intend to pay for it.

Please forward this to your company's president and CEO. They will be named personally in any resulting action or suit.

Please respond within 24 hours.

I have notified my credit card company of the dispute. You will not be paid for the items or shipping.

"

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4/5

posted Jul-17-2010

"update 9/3/10: amatteroffax has contacted me personally to offer apologies and free shipping on my next order. Rep who contact me was sincere sounding, willing to listen to my complaint, accepted responsiblity fully, etc. I'll try them again if I have a need.
Do not walk, RUN as fast as you can AWAY from this company. After 3 wks of my making multiple phone calls, they finally admitted they never shipped the printer, the only one they had was a refurbished unit and they charged me as if it were a new unit. I cancelled the order and ordered direct from HP - a refurbished unit because its the only one HP had - and save a ton of money. They won't pick up the phone and when they do they lie to you. DO NOT USE THIS COMPANY."

This review was modified by nancyjo on September 03 2010 01:10:49 PM

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1/5

posted Jul-26-2002

"This company is terrible, they overcharge shipping as advertised in Pricewatch, they bill yor credit company before they ship, they don't ship and it's almost impossible to cancel your order. It took me 2 long-distance phone calls and 3 web cancellations to cancel an order. Stay away from this place !

Tony B.
"

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3/5

posted Feb-06-2004

"After first sending me a defective unit, they remedied the situation immediately on their end. However, the problem ended up being with UPS. They lost my second fax machine. UPS is now sending out another one and they had to foot the bill."

This review was modified by Insey on February 09 2004 04:38:38 PM

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