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Rating 2/10

I purchased a full set of Epson R3000 ink cartridges from UNIQUE PHOTO in approximately March 2012 with the intent of having them on hand when my current cartridges ran out of ink. We are now in June 2012 and my cartridges are starting to empty. I replaced several of the cartridges, however, the Light Cyan cartridge was defective. I know this because I placed the old cartridge which still had a bit of ink in it, back into the printer and it worked. When that cartridge ran completely out of ink (within 15 minutes), I again placed the new UNIQUE PHOTO cartridge in my printer and it did NOT work. The expiration date on the cartridge is 3/2013.

I spoke to a UNIQUE PHOTO supervising return policy manager who informed me that its return policy states the customer must notify UNIQUE PHOTO by email, within 2 days of receipt of a defective product. If the item is approved for return, it must be returned within 14 days. Its return policy further states, "No returns will be allowed on products which are outdated, opened, damaged, or otherwise not sellable".

I explained to the supervisor that ink cartridges run out of ink at different intervals, not at the same time. How did it expect its customers to use all 9 cartridges within the 2-day period from receipt as required by its return policy? He said I could have purchased one cartridge at a time, which is technically correct, but not as convenient. The representative also said he didn't want to say that I was lying, but how did he know I didn't just go to Staples and buy a bad cartridge and try to pass it off as one of theirs. Really? I also asked how one could know a cartridge is defective unless they open the package, as UNIQUE PHOTO's return policy states no opened products will be accepted for return. He continued to stand by the UNIQUE PHOTO return policy. I suggested UNIQUE PHOTO place a disclaimer on its inks stating they must be tested, and UNIQUE PHOTO must be notified by email within 2 days of receipt, if the product is defective. He felt that would be redundant.

I told him I thought his refusal to replace my cartridge after having spent a lot of money on the entire set was terrible customer service. (My husband is a corporate manager for a very well-respected car company. As a good faith customer service effort, they have replaced entire engines and/or transmissions that are out of warranty in order to retain customer satisfaction and loyalty). I feel UNIQUE PHOTO's refusal to replace a $35 defective ink cartridge to a first-time customer, that was well within the expiration date, is the epitome of horrible customer service. UNIQUE PHOTO just lost what could have been a very loyal customer. Just sayin'.

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