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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/14/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a OEM dell toner on march 9, 2023. When installed it said it was an unsupported or unresponsive product. When I called Ink Technologies I was told it wasn't returnable. It cost $341.00 before taxes. I was told to call dell to see if they would help me but dell just keeps transferring me and hanging up on me. I never got to talk to anyone about the issue.Business response
04/06/2023
Dear ********,
I spoke to the customer today and confirmed that the item that she purchased from us does not work in her printer. She was told by Dell that the item she purchased only works in the Dell B3460 printer and she owns a Dell B2360 printer. The tricky thing about this is that Dell has 2 other cartridges that work in all 3 printers, but not this specific product that she purchased. We are very clear on our website that on the products page you can see what printers they work on, and on the printers page we only list the products for these printers. If the customer used the navigation on our website she would have seen before purchasing it that this was not the correct cartridge for her printer.
B2360dn Printer page (printer customer owns) that shows only 331-9803 and ******** go to her printer
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B3460dn Printer page (not the printer the customer owns) that shows the 331-9803, ********, 331-9807 products
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Product purchased (331-9807) that shows it only goes to B3460dn (printer that they do not own)
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The issue is that we cannot take a Genuine OEM cartridge back that is open because we can no longer sell it as a genuine product. This is the same reason that Dell will not take it back, BUT they are the one that carries the manufacturer’s warranty on the product and they could take it back if it was defective.
I did speak to the customer and as a good faith gesture have agreed to send out a compatible toner cartridge that will fit her machine at no charge to her (********). Although we do clearly list on our website what cartridges work with certain printers, we do feel bad for the customer and have agreed to send out a no charge cartridge that will work in her printer and we are absorbing the cost for this. The customer is aware of this and was accepting of this resolution. We have order ******* already set up and is shipping to her today.
Please let me know if this email is adequate or if we need to respond directly to the link that was originally sent. Also if we need to respond to the initial link, please confirm when this is needed to be done by. I am typically not the one to respond to these and would feel better with waiting until next week when Linda returns (especially if this is going to be posted on our BBB listing).
Thank you very much for following up on this with us.
Initial Complaint
03/08/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
After my Order ******* was late in arriving I used the USPS tracking number to investigate why it was so late. I was told by USPS that the order was lost, possibly stolen and that the sender needs to file a claim before I could be compensated. I was told that because I was not the sender I had no standing to file a claim. When I contacted Ink Technologies I was told (via a chat) that I had to file the claim and that they didn't do that.. The tracking number for my order is **********************. In addition the company phone number ************* is worthless. It is impossible to speak to anyone and no one answers the phone at any of their automated menu options. My order was for 3 ink cartridges and the billed amount was $43.60Business response
03/09/2023
The customer contacted us via email on 3/8/23, that he suspected his delivery/package had been stolen. I have attached the USPS tracking activity. It appears that USPS has in fact lost track of this package. It has been scanned 7 times since arriving in New York. We have been in touch with USPS claims since the customer contacted us. We opened an RMA in our system so we can track any further activity and we are resending the product to the customer today 3/9/23.
It is unclear to us why he states no one answers the phone at our business. We have 5 customer service reps who man the phones from 8 am to 6 pm EST, Monday thru Friday.
Additionally, we file claims with USPS as well as all the other carriers all the time. So we are quite well versed in how the process works. And we did indeed file a claim with USPS.
A replacement will be shipping out this afternoon (3/9/23) and the customer will receive the tracking information in the morning (3/10/23). It is shipping out USPS again, same method as his first order.
Customer response
03/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* *********Initial Complaint
10/11/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Purchased printer cartridges from them. Did not need to use them until a few days ago only to find they sent the wrong ones. They will not exchange them now since they are "out of warranty".Business response
10/25/2022
I have attached the invoice for this order. The order was placed over 2 years ago and it was placed by the customer himself on our shopping cart. We have no record of his calling us to discuss the situation, nor has he tried to open an RMA on our website. At this point, we have no reason to believe he was sent the wrong product. Perhaps he ordered the wrong product or after almost 2 1/2 years the product was no longer viable. The customer did not state in his complaint what he received, so we cannot verify. Our return policy is to not accept returns after 1 year. However, if the customer wants to work with us, (that would mean calling in and telling us what product he did receive) then we can work something out. This complaint is a little vague and the order is pretty old.
Customer response
10/26/2022
Complaint: ********
I am rejecting this response because: they knew of the parts shipped do not match. Their product is in their original shipping packages. We have already pursued this has a felony charge. We will let the criminal court figure it out for them.
Sincerely,
****** *****Initial Complaint
02/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased ink for my printer but when I tried to install it, it doesn't work and the printer is giving an error. I contacted Inktechnologies thru chat today 2/22/2022 and had a chat with Tiffany and she told me to contact lexmark directly. Since i purchased the ink from inktechnologies I am not going to call or spend time with another business. I need inktechnologies to process a return and refund for the defective product they sold me.Business response
03/07/2022
Business Response /* (1000, 5, 2022/02/23) */ Our return policy for OEM products (Original Equipment Manufacturer) is clearly stated on our website and upon completing the online purchase, the customer agrees to all of our policies. Ink Technologies (the retailer) does not and cannot accept returns on OEM products. All returns are handled directly with the brand manufacturer, as the manufacturer is the entity who warranties the product. Our OEM policy is attached.Initial Complaint
01/11/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Order Number XXXXXXX. Ink Technologies. Purchased ink Lazer jet -Lexmark- brand cartridge yellow color serial number ************. Inspected cartridge before installing and found ink yellow powder leak. Did not install in printer. Contacted Ink Technologies and cannot resolve the problem. They must send me new cartridge free from defects.Business response
01/25/2022
Business Response /* (1000, 5, 2022/01/12) */ The customer ordered an OEM product - original equipment manufacturer. This product DID NOT come from Ink Technologies. It was ordered via our website, but we do not carry OEM products, so we Drop Ship the product from a vendor who does carry it. However, our return policy, which everyone who orders online agrees to, states that we cannot take back OEM products. The manufacturer is the only possible course of action and that information was provided to the customer.
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Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.