"Ordered a refurbished toner cartridge on line from A Matter of Fax where they advertised FREE shipping. Got done with the credit card info and printed the receipt to find they had secretly charged:
"Shipping, Handling & Insurance.... $15.25 "
on a $21.21 item. Called customer support to listen to a message telling me to leave a message, then they hung up on me before I could leave a message.
After posting here, got a phone call from them apologizing, then email of new invoice w/o shipping charges. Then another phone call asking to delete this posting, then the following email. Now there are two charges on my credit card, the original with shipping and a second without and still no credit from them for the first charge, Plus I still have not received any indication that the toner cartridge has been shipped. I have more faith in this company because of the contacts but as of right now I've been charged for TWO cartridges plus shipping on one and have no indication of product shipped. I am raising my ratings somewhat, based on increased faith but will hold out on giving them five stars until I get the refund and the merchandise and see how well it works.
Here is the email:
Moshe Gutman (****@****)
6/10/13
To: ****@****
Picture of Moshe Gutman
From: ****@****
Sent: Mon 6/10/13 4:46 PM
To: ****@****
Be careful! This sender failed our fraud detection checks.
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Email From: ****@****
Hello Mr. X,
It's Joe from Customer Care. I really appreciate the time that you gave me over the phone Today. It was very important for me to hear from you first hand about your buying experience.
At A Matter of Fax we strive for complete customer satisfaction. Your feedback is taken very seriously and is much appreciated.
You were kind enough to agree to amend the wording and rating score of your review on Reseller Ratings to reflect the fact that we have reached out to you to resolve this matter. Please keep in mind that anything less than 5 stars does directly affect our overall rating score.
Here is the link that takes you straight to your ratings upon login:
http://www.resellerratings.com/store/A_Matter_of_Fax
You may edit or overwrite comments as desired and click continue. Then you may edit the rating score and click submit.
We appreciate your willingness to reconcile and hope to be able to serve your needs again in the future. I can be reached at ***-***-**** ext 304 if you need to discuss anything with me.
Thank you for your time.
Joe
Customer Care
Amatteroffax.com
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