The Consumer Complaints Blog

I purchased a printer and backup toner from OfficeMax. Since they didn’t have the larger toner size, I was given two smaller toners at the same price. Over a year later, I ran out of toner so I opened the second toner to find the toner had been used and repackaged for sale. A closer look showed the package was carefully re-taped as not to appear to have been opened. Apparently, a previous customer decided to ‘return’ an item, and made the switch at that time. I took the toner back to OfficeMax with the packaging and receipt to let them know what happened and asked for an exchange as the toner I purchased had been previously used. I was told no returns after 14 days. What!! Even if I had been able to purchase the larger toner and therefore open it sooner, who goes through toner that comes with a new printer so quickly the backup toner would be needed within 14 days! I was told the customer is expected to open the package and inspect it within 14 days.

Obviously OfficeMax is not expected to inspect the returned merchandise they accept prior to placing it back on the shelf for resale. No hint at customer service… no “sorry this happened to you, let me sell you one at half-price”, or “I apologize let me remind my staff to inspect all returned merchandise”. The Manager, Steve, in Flower Mound, Texas, just asked if there was anything else he could help me with. Sorry to say I got the same response with the corporate office.. Too bad, so sad…they lost a customer and I am doing my best to spread the word. There happens to be an Office Depot across the street that will get my business. Adios OfficeMax!!!

My original email to OfficeMax corporate and their response follow..
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Mary,

We do apologize, but the product(s) that have been requested for a return/exchange are past our return/exchange policy. Please read our terms and conditions for the sale. Please note that the policy provides our customers with 30 days to inspect and either accept or reject our merchandise. I am sorry but it is passed the return/exchange time frame and a return/exchange authorization cannot be issued for this item.

If you are not satisfied with your OfficeMax purchase, simply return it to us in the complete and original packaging (together with all accessories and manuals) with your original sales receipt within 30 days of the date of purchase. We will gladly replace or repair the item, or return your money.

Technology

OfficeMax will only accept the return of technology products in the original packaging (including all accessories and manuals) with the original sales receipt within 14 days of the original purchase date. Opened technology returned within the 14-day period with the original sales receipt will be subject to a 15% restocking fee. Defective technology items with the original sales receipt may be exchanged for the same item within 14 days of the original purchase date. Technology items consist of, but may not be limited to, computers (desktop, laptop or netbook), monitors, digital cameras, hard drives, business machines, networking equipment, projectors, cash registers, digital picture frames, shredders, telephones, computer peripherals and accessories.

Furniture

Furniture may be returned in the original packaging (including all components and manuals) with the original sales receipt within 14 days of the original purchase date. Special order, manufacturer-direct, custom and preassembled furniture is not eligible for return.

If we can be of further assistance please do not hesitate to contact us.

Thank you for choosing OfficeMax!

Connie Edwards
OfficeMax
Customer Service
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Sent: Sunday, March 07, 2010 2:05 PM
To: Online Customer Service
Subject: Customer Support Request: Product Inquiry/ Other

I am interested in : Other
Name of item : Brother TN-330 Toner Cartridge
Item description : Toner Cartridge
Manufacturer : Brother
Manufacturer number : HL-2140
OfficeMax item number : 019-149-A-4

Additional Details : I purchased a Brother HL-2170W printer on 8/31/08 from OfficeMax #1288. At that time, I wanted to purchase an additional toner as I know the toners the printers come with are not intended to last very long. The store did not have the higher capacity toner I wanted in stock so the clerk suggested I purchase two of the lesser capacity toners and he would honor the price of the higher capacity toner, so I made the purchase. It wasn’t until just this past week that I needed to open the second toner. Imagine my surprise when I cut open the box and found the toner bag inside had already been opened. Further investigation showed the toner’s protective cover was gone as well. A closer look at the box showed that someone had done a very good job of taping over the original tape – I am guessing a customer brought the merchandise back and received credit for the return. Yesterday, March 6, 2010, I took the toner back to the store I purchased it from and I explained my situation to Steve, the Store Manager. I had in my possession the toner, the box, the bag the toner was ‘sealed’ in, and the receipt. Unfortunately, the manager told me there was nothing he could do as the policy states 14 days for all returns. I explained to Steve that I did not want to return the item; I wanted to exchange the toner for one that was actually full since that is what I paid for. Steve only stated “I am sorry that is our policy; there is nothing I can do.” Steve did not even suggest an alternative such discounting a toner purchase, or writing to corporate to see if there was anything that could be done at that level. He suggested absolutely NOTHING! He asked me if there was anything else he could help me with that day. Nice way to save a customer. I am quite frustrated that I am the one that is taking the loss on the transaction. I am sure this type of return is out of the norm and the situation should have been given additional consideration when determining if the standard policy applied. For starters, anyone would be hard pressed to find a home user that would easily use up a toner that was included with a new printer in the allotted 14 days, set by OfficeMax, as the amount of time allowed to return an item. Granted, the time frame in my situation is 18 months, however had the stolen toner box been opened first instead of second, or if a larger capacity toner been available for purchase as I originally set out to purchase, the problem would have been discovered at least a couple of months after the purchase, not 14 days. Secondly, I am quite sure this criminal is not the first to steal toner from an office supply store. Surely, OfficeMax has a policy to look at the merchandise that is returned to ensure it is suitable to put back on the shelf for resale. Obviously, this was not done with this item. So, here I am holding a used toner with no recourse at the store. Hopefully, there is something that can be done at the corporate level to make right on the situation. Maybe you can save a customer. I can be contacted at xxx-xxx-xxxx if you have any questions or would like to further discuss this situation. Thank you, xxxxxx

Disclaimer
This article was submitted by one of our readers. Penciltrick cannot make any claims as to its authenticity but the article was accepted on a good faith belief that it is an accurate and truthful account of the events listed.