Complaints

This profile includes complaints for Quadient, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Quadient, Inc.

  478 Wheelers Farms Rd Milford, CT 06461-9105

  
• 

  Quadient, Inc.

  2720 Gateway Oaks Dr Ste 160 Sacramento, CA 95833-4305

• 

  Quadient, Inc.

  29200 Northwestern Hwy Ste 170 Southfield, MI 48034-1079

• 

  Quadient, Inc.

  2 Ridgedale Ave Cedar Knolls, NJ 07927-1108

• 

  Quadient, Inc.

  1 Penn Plaza, 14th Floor, Ste 1429 New York, NY 10119

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Months ago, I ordered a replacement ink cartridge for our postage machine (this is standard every time we start running low on ink). The new cartridge did not work. We were told by Quadient that they shipped an expired cartridge and it would be replaced. The new ink cartridge (after delayed shipping) also did not work. After that, we were told that if the ink failed, there was a problem with the machine and we should mail it back to be replaced.
  
  We had been without a machine for weeks at that point, waiting for a working cartridge. I asked about cancelling completely. We were told we were in a lease and could not cancel but that we should send back the machine for replacement. We received a FedEx label in June 2022 and promptly sent back the machine.
  
  In July 2022, after waiting a few weeks to receive a new machine, we called to follow up and tried to cancel again. At this point we received a response with a prohibitively expensive termination fee and chose to stay in our current lease.
  
  Since July, we have been calling to follow up, waiting for a replacement machine. We have been waiting on hold. We have been shuttled from the billing department to the service department to our rep and back again. We have also been receiving bills, including for the defective ink cartridges which were returned. We do not have any postage machine, nor has anyone contacted us to explain why a replacement has not been sent.
  
  It is September 2022 now; last week, after speaking to another four people, we were told that the only way to get a new machine is to cancel our current lease and start a new one. This is outrageous – how can we be forced into an expensive termination fee in order to receive basic service – a working postage machine! – for which we have been billed this entire time?
  
  We emailed Quadient on September 23 and the only response was a request for our invoice (provided immediately) and invoices for the defective ink. I am sure you agree this is unacceptable.

  

  Business Response

  Date: 09/29/2022

  Hi *****,
  
  I apologize for any
  confusion that may have occurred. I reviewed your account and listened to the
  associated call recordings from June – September of this year.
  
  On June 21, 2022,
  our Customer Service team received a phone call from you to troubleshoot a
  printing issue. Since the replacement ink cartridge that had previously been
  sent did not resolve the issue, Customer Service transferred you to our Tier
  1.5 team so they could replace the machine at no charge. During this call, you
  specifically stated you did not want a replacement order for a new machine at
  that time, and you requested to speak with our Retention team to discuss
  cancellation options first. You asked the Tier 1.5 agent to confirm the order
  would not be shipped. – You were then transferred to the Retention team who
  assisted you with opening a cancellation case and assisted you with obtaining
  the contract copy you requested.
  
  On June 21, 2022,
  later the same day, we received a phone call from ******* **** who stated your
  company was only interested in cancelling and sending back the equipment. The
  Customer Service representative assured Gavriel that the Retention team had opened
  a cancellation case (03897481) when you called earlier that day.
  
  There were no
  further interactions with Customer Service from your company until September
  23, 2022 when ***** ****** contacted us. ***** was under the impression a new
  equipment order had been submitted. Unfortunately, we did not receive a call
  regarding your decision not to proceed with the cancellation and to instead
  move forward with the base (machine) replacement. ***** was also under the
  impression the equipment was supposed to be returned. A return authorization
  was not issued for an equipment swap since the base had not been replaced. A
  return authorization was also not issued on the cancellation because the early
  termination quote was not paid.
  
  The email that was
  sent to you on June 21, 2022 to generate a return label was for the return of
  the ink cartridge only. We shipped a replacement ink cartridge to you at no
  cost and provided a return label to ship the ink cartridge that was not
  recognized back to us.
  
  We would be happy to
  send you replacement equipment if you have decided not to move forward with the
  cancellation. Please let me know how you would like to proceed so we can
  resolve this together.
  
  
  Sincerely,
  Kimberly A**

  Customer Answer

  Date: 09/30/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Hello
  Kimberly, thank you for your response. There was correspondence via email in
  addition to the phone calls, as well as staff calling in over the summer and
  waiting on hold for so long that they chose to disconnect. I am attaching email
  correspondence which records *** **** responding, via email, in July,
  stating that we cannot pay the termination fee quoted and so we would have to
  remain in the contract. * *** ***** ****** replied confirming. We have not
  had the machine returned since. We have also received two bills for those defective
  ink cartridges and a bill for quarterly service covering July-October, when we
  did not have a postage machine. (We used Quadient-supplied prepaid label to
  ship back both the postage machine and the inks.)
  
  To
  resolve this, please:
  
  Immediately ship us a
  working machine and a working ink cartridge for the remainder of our existing
  lease
  Void the bills for the defective
  ink cartridges
  Credit us for this past
  quarter’s service, when we did not have a postage machine
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 10/03/2022

  Hi
  *****,
  
  A new
  machine will be shipped to you. You will also receive one ink cartridge with
  the new equipment. I will reach out to our warehouse in the morning to request
  overnight shipping.
  
  We will
  also credit supply invoice ******** ($294.93) and supply invoice ********
  ($294.93).
  
  I have
  submitted a case to our leasing team to request a credit for leasing invoice
  N9438350 in the amount of $245.97 (the amount due on the quarterly invoice.) I
  will let you know as soon as I receive a response back on this.
  
  Please reach out to me if you have any questions. I am working to get this resolved for you as quickly as possible.

  
  Sincerely,
  
  Kimberly A**

• Initial Complaint

  Date:09/27/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  LATE FEE, INTEREST ON LATE FEES, LATE FEES ON LATE FEES.
  
  Mailed an invoice payment around Aug 5 to 7th was due on 19th. They posted it on Aug 22nd. Charged a $39 late fee. Next month charged another $39 late fee on the late fee we refuse to pay and charged interest on it. Tried calling, can't get through to anyone.

  

  Business Response

  Date: 10/09/2022

  Hello ******,
  
  Please accept my
  apology for the difficulty you experienced when trying to reach our Customer
  Service team. The late fees and the finance charge on the August and September
  statements have been waived and credited back to the account. Please reach out
  to me if there is anything else I am able to assist with. You can reach me
  directly at ******************
  
  Sincerely,
  Kimberly A**

• Initial Complaint

  Date:09/05/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Quadient's A/R department (Marilyn B******* - M**********************) contacted my business by email on 8/15/22 to advise that their Invoice # ******** dated 5/15/22 was past due. (In fact is was 90 days past due, evidently, Quadient doesn't actually bother to try to collect A/R until the aging is egregious.) I responded the same day advising that my company's billing address on their invoice was incorrect (which explains why we hadn't yet received it) and that it would be paid right away, which is was. Our check # 1349 for $366 was issued 8/17/22 and cleared our bank on 8/24/22.
  
  Regardless of correspondence with Quadient and our immediate performance, not to mention our business relationship dating back to 2002 and our stellar A/P track record, OUR METER WAS LOCKED for non-payment on 8/18/22. Quadient & Ms. B******* failed to advise my company that this action was in process. Likewise, our meter was not unlocked once payment was received 7 days after their first collection attempt! We discovered it was locked on 9/2/22 when we attempted to add postage to the meter, 8 days after they cashed our check. To compound matters, this exceptional event took place on a Friday afternoon before a holiday weekend with an office full of volunteers stuffing and attempting to post envelopes for our biggest annual fundraiser.
  
  Who does business like this!?!?! It's literally outrageous! The time and effort wasted by my staff and myself due to their failure to perform, poor correspondence and bad faith is negligent. Harming a charity who has been a great customer for over 20 years with little to no warning is inexcusable. They should be ashamed of themselves.
  
  Someone at Quadient needs to train their A/R department to have even a basic level of attention and customer service. My company HATES their company. I can only say that of a few select vendors in my 25 years of accounting.
  
  ***** ***** **** ********** ******* *************** **** ***** ** *********

  

  Business Response

  Date: 09/16/2022

  Hello
  *****,
  
  I
  sincerely apologize for your experience. The details of your complaint will also be shared with our Accounts Receivables management team. I would love an
  opportunity to try to turn this experience around for you. I understand how
  frustrating this must have been for your company.
  
  I will
  call you at the phone number included with your complaint to follow-up with you
  directly.
  
  Sincerely,
  Kimberly
  A**

  Customer Answer

  Date: 09/19/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  I will be in touch with Kimberly A** by email/phone.
  
  
  
  Sincerely,
  
  
  
  ***** ***** **** ***** 

• Initial Complaint

  Date:08/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel my contract with Quadient since the beginning of the year. I have submitted all paperwork, returned the postage device, and paid what they told me I needed to pay to close out the contract. I received a bill for $277.89 today with a note that they were going to pursue all avenues to collect this fee (since it hadn't been paid in 6 months). They also continue to send me emails about updating equipment that I do not have.
  
  Here is the information on file:
  
  Customer Name: *** * ****** *** *** City:**********
  Return Authorization Number: *******
  Meter Serial Number: ********
  Case Reference Number: ********
  
  Account Number is: **** **** **** ****
  Customer Service: ************
  Address: ******** ******* *** ** *** **** ***** ******* ** ****** ****

  

  Business Response

  Date: 09/02/2022

  Hi ***,
  
  I am sorry to hear
  of your experience while cancelling your account. I have reviewed the account
  to determine the reason you are still receiving invoices.
  
  Your rental contract
  ****** term was through November 14, 2022.
  
  Your postage funding
  finance account was used to pay invoice number ******** for the February 15,
  2022 - May 14, 2022 billing cycle and invoice number ******** for the May 15,
  2022 - August 14, 2022 billing cycle.
  
  We received your
  equipment return, and your contract has been terminated. You are receiving the
  invoice because the postage funding finance account was not repaid.
  
  If you have any
  questions, please feel free to reach out to me directly at [email protected]

  
  
  Sincerely,
  Kimberly
  A**

• Initial Complaint

  Date:08/15/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Quadient has been harassing my company for the last 3 years soliciting for business, we have requested them to remove our company from their list dozens (at least) times and they continue to make these phone calls. Please assist me in ceasing this solicitation.

  

  Business Response

  Date: 08/22/2022

  Hi ****,
  
  Please accept my
  apology. I have contacted our marketing team to ensure you are removed from all
  future marketing phone calls, emails, and physical mailings. I have also
  deleted all contacts associated with your company from our system. If you have
  any questions, or any further concerns, please feel free to reach out to me
  directly at ******************
  
  Sincerely,
  Kimberly
  A**