Terrible Online Shopping Experience
Written: Feb 27 '08
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I would NOT shop at Inkjet Superstore again. In my online shopping experiences, I have never had such a terrible time getting after-sale support. Inkjet Superstore does not, in my opinion, provide a pleasant online shopping experience for its customers.
The ink cartridge I ordered online from Inkjet Superstore was delivered defective, my credit card was charged twice (once without my authorization), the online customer support was confusing, and the telephone customer support was horrific.
I chose this store after searching the Web. The Inkjet Superstore site seemed better than most. What I’ve learned from this experience is that anyone can hire a Web designer and publish a site. And anyone can present the illusion of being a large company when in fact they are a small company offering little, if any, customer support. I’m not saying Inkjet is a small company. That I cannot say for sure. But they sure act like a small company—particularly when you call in seeking help and get the same person (if you get anyone at all) whether you push #1 for Sales or #2 for Customer Support.
Ordering online from Inkjet was average, the site was easy to navigate, the selection was okay, checkout was easy, pricing was good, and I received confirmation of my order right away. The problems started when the item I ordered online was delivered defective.
Upon detecting that the item was defective, I went back online to find a number to call. When I dialed and pushed #2 for Customer Service, no one would answer the phone. I would just wait and wait, listening to music, until a recorded voice finally told me to go online for assistance, which I did. I completed a form online explaining that I had been shipped a defective item. But because it was unclear what would happen next, I decided to try and call again.
Finally, after calling again and again, I got someone. This lady was rude and arrogant, and spoke poor English. The huge amount of static on the line made the situation even more frustrating. I cannot say for sure but I had the impression the person at the other end was talking to me using a cheap cordless phone. After about ten minutes I gave up trying to explain to her that I was shipped a defective ink cartridge.
I tried again later, and after numerous unsuccessful attempts, decided to try something different. Instead of pushing #2, I pushed #1 for Sales. I got the same lady I got by pushing #1. I disconnected, and tried and tried some more. Finally someone else answered. This second lady at first seemed helpful. She told me she would send me another cartridge via 2-day mail at no cost to me.
But shortly after I hung up, I received an email from them informing me that they had charged my credit card—again! They did this without my permission.
At this point my credit card had been charged for two ink cartridges but I had only one—and it was defective.
I called again, and after numerous attempts demanded to speak with a supervisor. It was only after I threatened legal action that I got someone claiming to be a supervisor. I demanded a refund. He said he would cancel my second charge, which I did not authorize, and email me a pre-paid return label within 24 hours.
Guess what? I waited 24 hours and the label did not arrive. So I called again.
Once again I had to use a threat to get results.
They finally emailed me a return label to print out. I was told I would receive a refund about 14 days after they received the returned cartridge.
Avoid these people at all cost. After everything that I have been through, all I can say is no matter how good the pricing may be, it is not worth your valuable time dealing with these people. I would rather pay full price than go through this horrible online ordeal again.
It scares me that they have my credit card info on file.
Recommended:
No
What product did you purchase or try to purchase? Ink Cartridge
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Epinions.com ID:
noinkguy
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Reviews written: 1
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