I received a faulty ink cartridge from this company. I was reading all the bad reviews on this site while I was waiting for them to answer the phone and psyching myself up for a battle with them. However...when they answered I immediately received an unprompted and genuine sounding apology (from Edward) for keeping me waiting together with an explanation as to why I had had to wait. He offered to send me a replacement cartridge which arrived two days later.
Unfortunately the replacement cartridge was also faulty so I phoned again (this time speaking to David) who told me they had discovered a fault with a batch of cartridges and again offered an immediate replacement. The replacement arrived today and is fine.
I think organisations should be judged by how how they put things right and this company did exactly the right things. They are clearly committed to customer service given that they take the time to reply to negative reviews on this site. They seem to have a few operational issues so I can't give them 5 stars but I would definitely use them again. My thanks to you guys - especially Edward and David.
To reply as a company, please log in to your business account.