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:04/29/2025

  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 purchased a transfer belt for my Brother MFC-9320CW all-in-on copier back in December as I was getting a message on my machine to do so.
  I Googled my machine’s model number and the needed part and InkTech was one of the vendors that popped up. I went to their website and typed in my model number and the site matched me with a BU320CL as the replacement. It made sense as both had “320” as part of their numbers.
  I purchased it and received it, but did not install it as my machine was still functioning properly. Why not get as much as I could out of the original part was my reasoning and I never expected any issues.
  A week ago, the machine started to produce lower quality printing, so I decided to install the new belt. It did not fit. In fact it did not look like the one that I newly installed.
  I called InkTech on April 22nd and spoke to q person named Tracy. I explained the situation and I was told that they would not offer an RMA on it as the box had been opened. I said that I never would have opened it if I knew it was the wrong part that your website erroneously offered me. I said that the fault lied with them. She disagreed and told me to call the manufacturer, Brother.
  I did that today and the result was similar. I spoke to two different CSRs and their manager, Chris. I was told that since I did not buy it directly from them, then they were not responsible and I could not get an exchange with them
  Chris then went on to say that InkTech was not an approved Brother vendor and that there is a high incidence of phony product in the secondary market. He stated that they could have boxes and paperwork made to look like legitimate Brother products. This was another reason why he would not help me.
  Neither InkTech or Brother have my item in stock according to both people I spoke to and is probably the real reason that neither of them will help me.

  Business Response

  Date: 04/30/2025

  Attached is the page on our website which clearly shows the transfer belt ordered by the customer, was NOT the correct part for his printer model. Our website is designed so the customer can check the tab that shows printer models that are compatible with the part being considered to order.  Not knowing how the customer landed on this particular part number (SBRU320CL@), we can only assume since his printer is Model MFC-9320WC, they concluded this was the correct part because both numbers contained the characters/numbers 320.  Our website did not lead the customer to making the purchase, just the opposite.  This is a relatively old printer and we do not carry the transfer belt for it.  Checking the owners manual or calling Brother would have been a way of assuring the correct transfer belt was being ordered.  Regarding our legitimacy as a reputable, Brother approved company,  coming from the Brother rep, is just untrue and unfortunate. We do not alter boxes or paperwork.  The part ordered by the customer was a genuine Brother part and the warranty is held by Brother, unless the packaging is opened. Then the warranty is voided.   

  Customer Answer

  Date: 04/30/2025

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

  What they state is UNTRUE. I never would have ordered the wrong part. I did not realize the "320" part until after the fact. I was directed to this particular part based on my query. Also, realize that I sell parts for a living. I have over 2400 line items in my inventory and some of these parts require a microscope to read the numbers. They should take the item back.
  
  Sincerely,
  
  
  
  **** ******

  Business Response

  Date: 05/01/2025

  Attachment 1: When a customer enters the model number MFC-9320CW, the website responds with those items we carry and sell.  In this case, it is ONLY toner for MFC-9320CW. 

  Attachment 2: When a part number is entered, the website responds with the part, but also lists those models that part is compatible with.  The MFC-9320CW is NOT on that list.

  Our policy as stated on our website for OEM products:

  Ink Technologies will accept returns of non-defective OEM or Brand Name products for credit if the returned product has a valid return authorization number and is received within 30 days of the original shipping date. All non-defective products that are returned for credit must be returned with complete original shipping and product packaging material and contents, and the product and packaging must be in original, "as shipped" condition, no exceptions. All returns for credit of OEM products will be charged a 15% restock fee. Customers are responsible for any shipping charges and insurance associated with returns for credit.

  So in this case, the customer ordered the wrong part for his printer, and opened and attempted to install the part several months after ordering. We cannot take the part back. 

  Customer Answer

  Date: 05/01/2025

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

  
  
  For starters, let us look at your POOR verbage...Several is seven or more. Not the case here. Also, I was directed to the belt in question. I do not care what you are saying in this matter. I NEVER would have purchased something that I can't use. I never do that and that is the case here.

  Brother is a deceptive manufacturer. I get prompts to replace my colored ink every now and then, even though I only use black. I have to reset the machine when this happens. Probably the same thing with this belt. Purchased in December and the machine ran fine until April. That is when I decided to install the new belt. BTW, that is a FEW months...more than three and less than seven. Had I known it was the incorrect belt, I would have returned it in your PRECIOUS grace period. TAKE IT BACK!!!!!

  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:03/31/2025

  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.

  Purchased some Canon 118 "remanufactured" toner cartridges.
  Upon installing them into my Canon printer, it shows 20% remaining in cartridges.
  This should say 100%, even for non OEM cartridges.

  Business Response

  Date: 03/31/2025

  This order was placed by the customer on 2/24/25 (order# *******) and it was shipped on 2/25/25.There are no notes or emails or phone call records received from this customer, indicating he was having an issue with his new cartridge.  What most likely is happening is the printer is still reading the toner level in the cartridge he removed.  We suggest he do a cold restart on the printer and it will recognize the new cartridge at 100%.  The customer can contact us so we can walk him thru the process or he can view the instructions and video below for help. 

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

   

   

   

   

   

• Initial Complaint

  Date:03/28/2025

  Type:Delivery 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.

  On 2-19-2025 I placed an order for a toner cartridge. It did not arrive. I called them at 866-313-2879 and was told that there was the state of Connecticut attached to my order for some reason. I live in Colorado. They told me I had to reorder (which I did for $24.76 on 3-3-2025) and I would receive a credit once it came back to them. They then told me the USPS lost it and it has not been returned. I told them it was not my fault and asked for the refund. Now the Connecticut portion has been removed from the original order? Hmm... They tell me something different each time I call. Not happy with this poor service. It prompted me to start a dispute with my Discover card. Which if not resolved I will still have to pay for an item I do not have. I think they are trying to send up a smoke screen to keep my $. They will find a way to say they never received it from USPS.

  Business Response

  Date: 04/08/2025

  So as it turns out, the original order placed by the customer did in fact have the wrong state listed on the address.  Originally, the customer selected CT and not CO as the state.  Our internal system flagged that error and before we sent out the product, we changed the state to CO.  Nothing suspicious about that.  Good customer service.  So now, where is the package. After investigating further with the US Post Office service, it was discovered there is NO tracking available on this package since 2/19/25.  It has been lost in the postal system somewhere.  This customer also started a chargeback to get her money back.  And we agree, she should get her money back on her original order.  We will allow the chargeback to go through, ultimately refunding the customer.  

  Please ask if the customer would consider retracting her negative comments about our service.  We provided the best customer service by correcting her address. Once the package leaves our facility we can no longer be responsible for its delivery.  We apologize for this inconvenience of course.

• Initial Complaint

  Date:03/14/2023

  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 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

  Date: 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

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

   

  B3460dn Printer page (not the printer the customer owns) that shows the 331-9803, ********, 331-9807 products

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

   

  Product purchased (331-9807) that shows it only goes to B3460dn (printer that they do not own)

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

   

  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

  Date:03/08/2023

  Type:Delivery 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.

  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 $43.60

  Business Response

  Date: 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 Answer

  Date: 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

  Date:10/11/2022

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  
  
  ****** *****