Bulb blew on our TV a month ago. Hopped online and ordered a bulb immediately. Thought I had found a good price here. Unchecked the warranty because the warranty costs as much as the bulb itself. Got the invoice and it was twice as much (they added the warranty anyway) Called them and had them fix it. Got the price back to what it was supposed to be. Later that day I got a call from Matter of Fax asking me if I was sure that I wanted that bulb, or if I'd rather have essentially the same bulb for twice as much. Guy said the difference was name brand vs generic. I said I'll stick with the generic, but thanks for asking. (I thought this was kinda fishy) I asked when I would receive the bulb. he said 2 to 3 business days. A week later still no bulb. I called, they said that it was on order and should ship in a few days. A week later I called again, they said the same thing. Already I was upset that they sold me a product that they didn't even have, and then lied to me about it. Finally, a month after I placed the order, the bulb shows up. It was wrapped in bubble tape and placed in a box that in turn was placed in another box that was full of packing peanuts. BUT, the casing was broken, every clip inside that holds the bulb was broken, the metal bracket around the bulb was bent with both plastic screw brackets broken and the bulb and literally 10 pieces of broken plastic were rattling around inside the broken casing. It was obvious that this unit was smashed to pieces before it was ever even packaged and shipped out. This is the worse customer experience I have ever encountered. Do NOT do business with these people. We are changing our credit card number because of this. "
Tuesday, June 26th 2012 1:24 PM
Ordered replacement lamp for my projector on 5/28/12. First, they double billed me. I didn't have enough funds, so they put a hold on my account. Called to clear this up, they apologized, said it would be shipped in 1-2 days (with 6 days delivery). Next week, it didn't arrive. Called them, they said item wasn't in stock, had to ship from China. 1-2 more weeks. On 5/18/11, they charged me again for the product. Had to call back and fix that. Finally received item on 6/25, but it was the wrong item. Called them back, they said they would call me right away and give me a discount on the item. They didn't call back, I had to call them. They hadn't researched my complaint. I gave up on them. They did provide a free-ship back label. That was nice.
Wednesday, April 11th 2012 7:57 AM
They do not sell branded products. You will only receive a very cheap knock-off version, even though they list the name brand item in their catalog. Ordered a Samsung brand cartridge printer pack. They charged my credit card for an amount $20 higher than price listed. Have contacted them and called them 6 times and no response. When I finally received the item, it was a generic version, not the Samsung branded item they listed for sale. Over two weeks they would not respond to my calls or emails. Had to dispute the transaction and Visa reversed the charge.
Wednesday, December 7th 2011 6:33 PM
Customer needs to be aware. Place my order and pay it with my debit card on 12/3/2011. I was notified that it has been moved to fulfillment at 9:30 am on 12/6/2011, My order was then cancel by the company at 3:01 pm on 12/6/2011 because they made a mistake of the price on the WEB and they can not and will not honor my order. Finally, it take them 1 second to take my money but more than 24 hours to return it. It is FRAUD. Learn from me, do not buy anything from this company since they might and will screw your XMAS shopping.
Friday, November 4th 2011 1:10 AM
They listed infocus IN1102 at $345 on 10/17/2001. I ordered 2 for my elementary student presentations. They found out that is not profitable; they cancelled my ordered and lied to me that the items are back ordered. They then jacked up their price as $700 ish /each and is available for sale. What a bunch of liars. They can't do business like that. It is a horrible experience that I had with this company. Just admit that the price they listed is wrong, typo, or whatever. Don't say it BACK ORDERED and sitll on for sale. LIARS. I am very disapointed the way they handle their customer service. (if it Out of Stock for Real They should substitude me for even or higher quality product like Buy.com, did for my Sony LED 3D TV."
Thursday, February 24th 2011 11:21 AM
I ordered a lamp with A Matter of Fax. They had the cheapest prices and a free shipping option which still arrived in a timely fashion. When I call for help in choosing the right replacement lamp, they were very courteous and helpful. Overall a great experience! Will order again!
Thursday, June 18th 2009 5:37 PM
I bought some toner from them, and the experience was fairly smooth, although the whole call to verify credit card was a bit outdated. Other than that, they shipped within 10 business days of the order, which wasn't great, but I kind of expected it, and wasn't in any major hurry
Monday, December 15th 2008 10:14 AM
DO NOT under any circumstances buy from these ripoff artists! They lie, the ship refurbished items when you pay for NEW, they give you a song and dance about returns and try to make YOU pay to return a broken item. SHOP SOMEWHERE ELSE. Shop ANYWHERE else! I wish I had found this site BEFORE I bought from them. NEVER AGAIN!
Monday, November 19th 2007 3:34 PM
The management at A Matter Of Fax has read the review and I was contacted again by the Director.
He gave me an RMA and sent me a UPS code so I would not have to pay return shipping. After they received the returned product they promptly refunded my money.
I wish they had done this in the first place so I would have avoided all this frustration, but I am pleased that they honored their return policy, and I do feel as though they made a good effort to resolve my dissatisfaction, and I did appreciate the personal attention...I just wish it had not taken a posting on here to get their attention.
I will upgrade my rating to them of Satisfactory. Their good points: Easy site to navigate Fast order transaction and shipping Good pricing
My suggestion to them is that they update their Return Policy to fully reflect what they will and will not accept. People DO read the policy.
Again, I appreciate the refund, and the attention to my situation.
Thursday, November 8th 2007 2:32 PM
Do not order from this fraud of a vendor.
I recently ordered from them a 2GB DDR PC2700 kit from them for $58.58. I received it yesterday and attempted to install the memory in my desktop PC only to find that it didn't fit in the DIMM slots. Upon closer examination I found that what they sent me was DDR2, not DDR, which has a slightly different form factor.
I called their support line and explained the situation, requesting an RMA. The script reader there said they could not accept an already opened software package. I explained to them that what I had was not software but hardware. The lady replied that they still couldn't accept it once opened because I could "infect it with a virus".
I don't know how one would affect a memory chip with a virus....I mean, perhaps she picked up on the fact that I was getting over a cold and meant that I would actually PHYSICALLY infect it with a biological virus.
With this level of frustration I asked for a supervisor. The supervisor who would only give me the name of "Jeff Howard" after much persistent questioning, also refused to give me an RMA saying that their Return Policy would not allow for me to return the product.
I had the Return Policy on my screen and asked "Jeff" to kindly point out where it says in their policy that I could not return my incorrect HARDWARE product. He proceeded to quote me the paragraph under the "Software" section of the policy that talked about opened product. I explained to Jeff (a bit frustrated now) that I had a hardware memory that I wanted to return, not software. He said "Yes, but I just read to you why we can't take it back...we can't resell it when it's been opened". Again I pointed out that what he read to me applied to software only and then quoted him the first paragraph of their policy:
"If you are not satisfied with your purchase you may return it for a refund (excluding shipping, handling, insurance charges, and a 17.9% restocking fee- fifty dollar minimum) or exchange, within ten days of purchase."
He countered that with the first sentence of the next paragraph which states:
"All items returned are subject to our inspection and manager's approval."
So in fact, the entire policy is undermined by the seemingly one-sided flexible objectivity of the vendor.
My persistence in pointing out that his reason for refusal was based on the content of the Software section of the policy eventually prompted him to say that the paragraph in question also applies to non-software opened products as well. Unfortunately I am not well-trained in recognizing the liberal interpretations of Return Policies that say one thing and imply another.
Their full return policy can be found here: http://www.amatteroffax.com/refundandexchange.asp
I will NEVER use these guys again!
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