Complaint Review: Express Distribution Center

First of all, to be clear and for you to keep in mind, I am making no assumptions and only reporting what I know to be a fact. To begin, they call and act as though they have an account with you. I know this because they call they say something along the lines of "our system let us know you're low on your [your copy machine brand] toner now and we have a shipment ready to be sent to you." They some how find out what kind of copier you have and use that to seem like you've already ordered from them before. Next, they rush you by saying "prices are about to increase and we wanted to send this out before then," and make it seem you're getting a "discount." Afterwards, they follow up with sending you a large order over several different invoices and shipments so that you have to continue taking their orders.

It came to my attention when I saw their prices on the invoices. $480 for EACH toner cartridge, plus $65.25 to ship EACH. (Several of our invoices are comprised of hundreds of dollars just in shipping) One would think it's at least super-fast same day delivery, it's not. Any online store (Amazon, WB Mason, Staples, Office Max, etc) has these toner cartridges for less than $200/each and would ship it for free. There's no justification for these prices. They offer a standard product with extremely sub-par customer service. In addition to how odd these invoices are, they don't charge Sales Tax. My state and their state (CA) certainly charge Sales Tax, but it's not there on any of the invoices.

Moving onto their customer service. Firstly, when you call, it doesn't even say their company name, it just says "Thank you for calling customer service. Our hours of operation are...," and then their number just goes to voicemail; no phone directory, no extensions, just a standard voicemail. We have invoices and faxes from them stating "Sandra" as the "Accounts Manager." When I try to contact them, it's not "Sandra," but "Susie Fisher" is the "Accounts Manager." ... So, I tell them I'm returning their inventory, it's still in the box it originally came in, unopened, ready to be to sold to someone else. There's no reason they can't take it back, however "Susie Fisher" refused to comply. There's nothing stating anywhere that "sales are final." Moreover, we never got a purchase order number, or signed anything, and we definitely don't have a contract with them. I told "Susie Fisher" that their prices are ridiculous, there's no reason for it, and that we will not be paying them, and for them to send someone to pick up their inventory. She refused to comply and said she "cannot make this go away." I simply let her know that her inventory will be here for her to pick up, and that we will not pay the invoice. Afterall, what can they do? They can't send us to collections, they have no grounds for it. Furthermore, they'd have to legally notify us before they could do it, AND they would have to show paperwork; which I'm this kind of "company" doesn't want anyone paying any kind of attention to their books.

So in conclusion, they have no Purchase Order #, no signature, nothing that says "all sales are final", no website, no individual emails (their email address is a regular gmail), no fax, no phone system, their number goes to voice mail almost every time, and I'm not sure if their address is real or not. These are the facts as I witness them, there's no overstating or under reporting.