Review Time
On their Website Cartridge Monkey state 'It's our goal to give you the most amazing service, free shipping on everything and great low value so you'll come back to us time and time again!' The only amazing thing about the service is how awful it is and having given Cartridge Monkey plenty of time to respond privately I'm now writing a review to share my experience and warn other shoppers. The Ink I ordered on the 8th April was eventually received on the 30th April. This was due to a very basic customer service failure in which Cartridge Monkey did not inform me which delivery company was delivering my order and/or give me a tracking number for the delivery. I therefore had no idea when to expect my delivery or if delivery had been attempted.When nothing was delivered and I contacted Cartridge Monkey by email about the lack of delivery Cartridge Monkey said they would arrange for redelivery. Again nothing happened although I was told by email that delivery had been attempted twice I had no idea about these attempts - no contact of any kind from a delivery company such as a we missed you card through the letter box. So as email communication with Cartidge Monkey was not getting anywhere I decided to phone. Phoning did produce results but as I later discovered at considerable extra cost. When I phoned I chose the first number on the website 0845 365 6666 However because there is no warning on the website that 0845 is in fact a premium number a 10 minute phone call at 4pm on Monday April 29th cost me £6.32. It was only when I phoned that I was given the name of the delivery company which was DPD plus a tracking number for the parcel. Failing to tell the customer the name of the company delivering their order together with the tracking number as part of the normal purchase process is beyond comprehension. I was then able to ensure that the delivery took place when I was at home. The person doing the delivery from DPD informed me that they no longer put physical cards through people’s doors but take a photograph so without a tracking number it is impossible for the customer to know that a delivery has been attempted. If the parcel had been sent by ordinary mail the lack of tracking number would not have been a problem as Royal Mail still put cards through letter boxes and parcels can be collected from the sorting office. I am still waiting for a response from Cartridge Monkey to my polite request asking for that unexpected £6.32 in telephone charges to be refunded.
A simple £20 product replacement has turned into a £1500 nightmare. Spoke to the team on four occasions to confirm delivery of an item for next day before 1030am. I explained explicitly the importance of said item and said if they can’t deliver please let me know and I’ll go elsewhere. I confirmed, with them. They confirmed with me and was all set for delivery.10am following day I contacted them asking for tracking number. They told me that it had been sent to the wrong address. Namely their offices.They blamed DPD for inputting the wrong address. They said they would try get it next day and then tried same day. It was simply too late. Working on a deadline and wanting to keep our promise to our customers, a simple £20 replacement part ended in us outsourcing the printing for a total cost of £1538.Customer service and a managing director contacted me after spending hours on the phone and getting nowhere.Little care for other companies and zero empathy or thought for how their actions affect other businesses.Avoid this company like the plague. If you need something urgently or delivered in time go elsehwhere.They cost us £1500 in business for a £20 part. I don’t think I’ve ever come across a business who cares less about their customers. Don’t make same mistake as I did.**Update. Was offered £200 voucher in toner/ink. Declined.
So we always like to have a toner in stock for each of the printers we have. Therefore, it can be a few weeks / months before we open the toner. Having opened one that produced poor results, I sent a picture of the toner's serial number, etc. along with a sample of the quality output and have met with nothing but friction in getting this resolved. I have dealings with another toner supplier as well who (so far) have never put up such resistance. As a result, I cannot give Cartridge Monkey anything more than 2 stars which Trust Pilot states is, "an inadequate experience with a lot of friction."
Goods were shown as in stock, I had an email shortly after ordering saying they were despatched. My credit card was debited. Goods never arrived. After 2 1/2 weeks I chased it up by email to customer services, they sent a reply saying that the two cartridges I ordered must have got lost in the post and they would send two more out by overnight courrier that day. 1 1/2 weeks later still no delivery. Contacted them again and this time they told me there was a stock problem from the start and that they could not give me any delivery date of when they might or might not arrive.
I am pretty sure that they should not have debited my card if they had not sent the goods. Certainly they should not have told me that they had despatched them if they had not
Currently they have agreed to cancel my order and refund my card, but that does not compensate for the aggro and waiting for 4 weeks.
Still no cartridges and having to start all over again. I will keep well clear of them in future.
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