Complaints

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:09/12/2022

  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.

  I bought (2) HP ink cartridges - (1) black, (1) color on 8/24/22 for $121.66 at their store. I installed them a week later 8/31/22. No color from the color cartridge. They did not have another one, so I had to order one. They gave me the replacement on 9/7/22. I installed the new one on 9/8/22. Also it did not work. I immediately went back to their store. They would not replace the bad ink cartridge, and refused to refund the cost of the faulty color cartridge - $65.95 plus tax - total $71.90. All was fine before I ran out of ink. I usually try to buy locally to support local businesses!

  Business Response

  Date: 09/28/2022

  This is in Response to the complaint ID listed in the subject line.  We couldn't find a link to respond so hopefully this will suffice. 

  ***** ******* did purchase 2 OEM (Original Equipment Manufacturer) HP ink cartridges from us as he indicated.  His color one he said didn't work so we tried swapping it out with a compatible cartridge from our vendor to which he refused and offered to wait for the OEM to come in stock once we ordered it.  Once it arrived, we replaced his "defective" one with another OEM at NO additional cost (which is normally against our store policy).  He brought the second one back stating it "didn't work either" at first, but upon further questioning he said it was very light.  I proceeded to explain that we weren't able to offer any more replacements because we had already extended the courtesy of a free cartridge, going against our normal "replacement" policy.  I explained our normal policy is that we will replace any compatible with another compatible at no additional cost because our vendors extend us the same replacement courtesy or a credit for any defective that we send back; however, with it being an OEM, we don't get that same courtesy and he would have to contact HP.  He argued and said that we should be the ones to contact HP and I explained that wasn't how it worked unfortunately because we have tried in years past since being in the business for 15 years. He said we should give him a refund for selling him a faulty cartridge. I stated that we didn't have any control over the cartridge and that he should contact HP because it was their product. He asked for their number to which I told him I didn't have available, but he could look it up and find their support number on their website. He continued to argue and plead his case that we sold him bad cartridges and demanded a refund. I told him had he chosen to use our compatible product when offered rather than him refusing then we may have had a different outcome. He then argued that he has used compatibles previously (admittedly NOT purchased from us) that ruined his machine and that's why he only uses OEM.  I again explained our position and he left obviously unhappy calling us crooks and threatening to contact you.  

  
  ****** *******