ComplaintsforOmniprint International Inc

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a DTF printer on 1/15/24, order K21149727. I was first given a 4-6 week lead time and then was told 6-8 weeks. After numerous excuses and delays I have asked to cancel my refund due to them not fulfilling their end of the agreement. They are not wanting to refund my order without me signing an agreement to not share my experience on social media and telling me once that is signed it would take 30 days to initiate my refund. I am asking that you assist with acquiring a refund due to not recieving the product as promised.

  

  Business response

  04/08/2024

  Hi *******,
  
  Thank you for your message. We are sorry that your experience with Omniprint International fell short of expectations.  We also want to thank you for giving us the opportunity to make things right.  Our records show that our team has been in contact with you and is currently working with you to move forward with a refund.  Please note, this process can take time.
  
  Our top priority is to serve our customers and provide the best customer service so we will continue to provide any additional assistance that *** be needed.  Again, we thank you for your patience and for allowing us to make things better.   We are always here and happy to help!  
  
  Kind Regards,
  Omniprint International

  Customer response

  04/08/2024

  They are delaying my refund intentionally saying they will send me a refund agreement.  I have already given them a week with no agreement or further communication when I ask for the agreement or to process my refund.  We are 6 weeks past the initial lead time given.  A refund should not take this long when they did not hold up to their end of the agreement.  

  

  Business response

  04/12/2024

  Dear ******* ,
  
  We sincerely apologize for any inconvenience caused by the delay in processing your refund. Please be assured that we are actively working on resolving this matter. Our internal processes require certain steps to be followed to ensure accuracy and compliance. We understand your frustration and appreciate your patience during this time.
  
  Rest assured, we are committed to addressing your concerns and expediting the refund process as swiftly as possible. We will ensure that you receive any necessary updates along the way.
  
  Once again, we apologize for any inconvenience this delay may have caused and thank you for your understanding. Should you have any further questions or concerns, please do not hesitate to contact us directly.
  
  Kind Regards,
  Omniprint International

  Customer response

  04/15/2024

  Your response to the BBB is untruthful.  You emailed me a refund agreement that does not pertain to my refund situation and now you will not respond again.  Your refund agreement only pertains to cases where I would be returning your printer.  In this case, there is no merchandise to return since you did not fulfill the order.  Additionally, your agreement requires me to remove any BBB, and other complaints and comments online about you. Removal of complaints can not be a requirement in order to qualify for a refund.  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Free Jet 330tx plus t shirt printer. I bought this in August of 2021. Free Jet cost me $25,000 plus finance charges.Once I received my printer, from the beginning it was missing a part. They had to ship it out to me. 3 months into the machine the machine started breaking down. The company is based out of **********, it was under warranty, but they never told me I had to video call to direct me how to fix this machine. I had to repair this machine every 3-4 months. Now this machine is out of warranty the part that went bad is now the third time in two years. In July of 2023 I had to pay $1600 to replace the part cause out of warranty. same part is not working. I called them to complain and they want me to pay a tech $199.99 to video call me to do a diagnostic the machine. I keep telling them I'm not a mechanic. Why do I have to pay someone to tell me what to do and If I break a part doing a diagnostic I have to pay for that part. Or I can ship the machine to them. Shipping is close to $1000. I asked them to replace the part free of charge cause the Part is called a Print Head. that part is what prints your design. So now this machine is sitting, and not making me money back. I told them I will be contacting a lawyer to Sue *********** help me.Thank You *****************************

  

  Business response

  01/03/2024

  Dear ******************,
  
  Thank you for reaching out to us regarding your experience.  We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concerns.
  
  After reviewing your case, we would like to clarify that your printer is currently outside the warranty period. As per the terms outlined in the signed purchase agreement, once the applicable warranties expire, we are not obligated to offer any concessions, discounts, repairs, free ink, or product replacements.
  
  We acknowledge your frustration with the out-of-warranty diagnosis fee required for our technical support team's assistance. This fee is essential to cover the expertise and time of our technicians. While we empathize with your situation, we must adhere to our established policies.
  
  If you choose to proceed with the diagnostic service, our technical support team will provide valuable insights into resolving the issue with your printer.  Our team will be reaching out to you to confirm if you are ready to proceed.
  
  If you have any further questions or if there's anything else we can assist you with, please do not hesitate to contact our customer support team.  We are always happy to assist.
  
  Kind Regards,
  Omniprint International
  
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our Freejet 330TX Plus in September of 2021, and have had nothing but issues since day 1. Now we have a second machine, that also does not work properly. We have replaced almost every part in the machine on our own in the last 6 months, without any progress. The machine has been down more than it has worked, and we have been cancelled on by technicians on many occasions. We have lost income, and have had to push multiple jobs, making our customers extremely unhappy. Our warranty is up this month, and we still do not have a working machine. On top of it all, we have parts sitting at our shop that need to be installed, but we cannot get a technician to keep their appointment with us so we can install them.

  

  Business response

  10/02/2023

  Hello ******,

  Thank you for reaching out to us regarding your experience with Omniprint International. We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concerns.

  We have reviewed your case thoroughly and can confirm that you have been actively engaged with our technical support team to address the issues you've encountered. Your commitment to resolving these matters has not gone unnoticed, and we appreciate your patience during this process.

  In light of your warranty expiration, we are extending our commitment to resolving your machine's issues. We will prioritize scheduling a technician to ensure the installation of the pending parts and comprehensive troubleshooting to achieve a fully operational machine.

  Again, we thank you for your feedback and for allowing us to make things better.   We are always here and happy to help!

  Kind Regards,

  Omniprint International

  
  

  Customer response

  10/02/2023

  I'll believe this when I see it. So far the response I've received from technicians is that they are "waiting on information from their superiors" on how to proceed with our case. 
  

   I won't accept your response until I've actually been contacted, and a solution has been reached.  

  

  Business response

  10/10/2023

  Dear *******,

  Thank you for your response.  Again, wed like to start by expressing our sincere apologies for any inconvenience you have experienced throughout this process. We understand your concerns and frustrations, and we are committed to continue to work with you.  

  Wed like to provide some clarity on the current status of your case. Our technicians have indeed been working diligently to address all the warranty-related issues with your printer. We're pleased to inform you that all such issues have been successfully resolved.

  However, the delay you've encountered arises from the need to replace a consumable item, specifically the pump, which falls outside the coverage of the warranty. Our team has been in communication with you regarding the pump and will reach out to you again to see how you would like to proceed. 

  While we understand your frustration with the delays, we want to assure you that we are committed to working with you on resolving this matter.  Once you are ready to proceed with the replacement of the pump, our team is more than happy to assist you promptly.

  Once again, I apologize for the inconvenience you've experienced, and we are dedicated to making this right for you. Thank you for your patience, and we look forward to assisting you in the best way possible.

  Kind Regards,

  Omniprint International 
  
  

  Customer response

  10/20/2023

  We have yet to be contacted by **** to resolve this issue. I keep being told by ************** that "upper management" is reviewing our case and he will get back to me soon and we've been waiting for over a month and a half for response. 
  

  The pump is a consumable part, however issues happened immediately after we replaced the pump, which leads me to believe the pump you sent was faulty. That is your responsibility to provide me with a working part when I pay $700 for it. 

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buyer beware:Unfortunately, this company has been a real good ****** of what horrible support for a company is after being promised to be the Print shops ultimate support.Purchased a 330TX plus after being sold on local support, and service. Sadly support you have to wait until they can call you back. I have had to replace the pump 2-3 times a year which is not warrantied and print head a few times which again, have not been warrantied and forced to buy them again so makes me wonder why even pay for the warranty. I always made sure to remind them all the ink, parts, pre-treat, even pre-treat machine were all from them. We were just looking for a one-stop shop.This machine has now been sitting for over 3 months with no end in sight as to what will keep going wrong with it. From day one, sadly this 330tx plus did not work and when they did get it going, it would only last for a day or two before having to call and place another ticket.The finance company is predatory and they do not tell you that you cant get it financed elsewhere. They add the entire interest at the beginning of the loan $650 monthly payment for a machine that will never work for over a day or two. STAY AWAY Hopefully one day ****** will see people did believe in his goal and we were there to support him. Real saddening to see we dont get that support back when all it would do is keep us still purchasing with them due to always needing more supplies. The printer is literally just a membership if you consider you have to purchase ink, pre-treat(and there are multiple ones), dry sheets, curing sheets, maint swabs for cleaning, cleaning solution, cleaning concentrate, the list goes on and on. I am more than willing to speak with anyone form OmniPrint so please feel free to verify this purchase however you need to.

  

  Business response

  09/15/2023

  Hello *******,
  
  Thank you for bringing this to our attention. We are sorry that your experience with Omniprint International fell short of expectations.  We also want to thank you for giving us the opportunity to make things right.

  We've thoroughly reviewed your case and couldn't find any open tickets associated with your recent concerns. It appears that some of the issues you've encountered may be related to consumable replacement or regular maintenance.
  
  Regarding the pump replacements, both instances occurred within the acceptable service life of **** months, with the first one taking place 18 months after the printer purchase and the second one 9 months later.
  
  We also noted that no orders have been placed with us since December 2022, which could explain the absence of certain supplies.
  
  We take your feedback seriously and have reached out via voicemail to offer further technical support assistance. Please feel free to return our call if you require any assistance or have additional questions.
  
  We value your business and are committed to addressing your concerns to ensure a better experience moving forward.
  
  Kind Regards,

  Omniprint International

  Customer response

  09/29/2023

  
  This is incorrect. I had purchased another print head ($1,200) and was still told to keep calling for updates. This is not resolved and will be going to litigation and the state if need be. 

  

  Business response

  10/10/2023

  Dear *******,

  Thank you for your response.  Again, we do apologize for any inconvenience you've experienced in connection with your purchase. We value your business and take your concerns seriously.

  In our communication,  you mentioned that some of these purchases may not be linked to your business account, which has made it challenging for us to locate the specific transactions in our system. We apologize for any confusion or difficulties you may have faced in this regard.

  Please be assured that we are committed to continue communicating with you and working diligently to provide you with a resolution to your concerns. We understand that you are considering legal action, but we would like to continue our dialogue and collaborate with you to address the issue without resorting to litigation. Our goal is to reach a mutually agreeable resolution.

  Once again, we apologize for any inconvenience you've experienced.  Your satisfaction is our top priority, and we thank you for your patience in this matter.

  Thank you for your understanding and continued business with us.

  Kind Regards,

  Omniprint International 

  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a FreeJet 330TX that arrived on April 20, 2023, but to this date August 21, 2023, I have not been able to print t-shirts or transfers. OmniPrint says this is because of user error even though I can successfully print t-shirts on another colleague's 330TX with no problem, this colleague cannot print from my printer.I bought this printer because of the quality and lowest ink cost that it boasts in ads, but although it has been over 4 months, I still can't benefit from the product.I requested a refund for the unpaid amounts for this product with no success. If OmniPrint or anyone else who cares about a customer's satisfaction would like to help me, I would be grateful.~ Sadly T-shirt Printing Beginner

  

  Business response

  08/25/2023

  Hello,

  Thank you for bringing this to our attention. We are sorry that your experience with Omniprint International fell short of expectations.  We also want to thank you for giving us the opportunity to make things right. 

  Our records show that our team has been working with you and helping you with the maintenance your machine.  We have previously provided complimentary on-site service as well as in-house repairs.  We also acknowledge that we are currently working with you to schedule another in-house repair.    Our team will continue to provide any additional assistance that *** be needed to ensure your machine is running at optimal levels.  
  
  Again, we thank you for your feedback and for allowing us to make things better. We are always here and happy to help! 
  
  Kind Regards,
  Omniprint International

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 2022, I paid for an upgrade to my software. After I paid it took 3 weeks before receiving a call. On the call I was told they had to install the software on my computer. I requested to have the software disc which they advised they would not provide. I am very uncomfortable having someone port into my computer and I was having computer issues as well and in process of buying new one. In Dec I had to travel to La. as my father passed. I requested for a disc or for them to call me in January so we can get this all figured out. No call. I called and left 2 messages in Jan even though I was sick from Covid that I got somewhere from travel and or funeral. On my receipt it indicates software being shipped. I talked to several people in April requesting to just refund as its been to long. I just want a refund of the software that I have no disc for and was never installed. I spent a lot of money with this company buying their printer and they will not be honorable and just refund my money. I am not trying to be hateful ect. I was happy with them until this whole situation. I am out $300 with no upgraded software. When I really needed the upgraded software I did not have it and therefore referred out a nice size printing job 75 shirts! Regardless I do not have what I paid for and for them to continuously not return calls is just not good business. I will not spend another dime with them unless they do the right thing and just refund. I dont know how they can keep my money for nothing but grief in return.

  

  Business response

  08/01/2023

  Hello,

  Thank you for bringing this to our attention. We are sorry that your experience with Omniprint International fell short of expectations.  I also want to thank you for giving us the opportunity to make things right.

  Our records show that ************* did make an attempt to assist you with the installation but was not able to connect with you to complete that install.  Our team will proceed with a refund and will contact you to see if you need any additional assistance. 

  Again, we thank you for your feedback and for allowing us to make things better.  We are always here and happy to help! 

  Kind Regards,

  Omniprint International

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Freejet 330tx plus back in October of 2021 and it has given me nothing but problems since Ive had it. It hasnt been working for almost a year now and Im beyond frustrated. Ive done countless zoom calls to troubleshoot the issue and each time its something different than before. I have replaced the print head , the pump , the board and the gear sensor all to no avail. The techs diagnosis is what led to the replacement of each part and I still get the error and ink lights flashing when I try to power the printer on. Communication has been terrible and at this point I feel like they are attempting to stretch things out until my warranty expires in October because I am still under warranty but they arent resolving the issue. At this point I either want a refund or a new printer all together. This is ridiculous I have spent close to ****** on a printer that I cant even use. If it werent for my day job I would have defaulted and ruined my credit completely with this purchase. Im having to pay for it out of pocket rather than it paying itself as it should and my t shirt business has been a failure thus far because of it. This purchase has put my family in a bind financially and I wouldnt recommend this company to anyone because the way they have handled this situation is terrible. As I said before I honestly think they are just trying to pacify me until my warranty expires leaving me no choice but to seek counsel and file a lawsuit to make them honor their warranty

  

  Business response

  07/28/2023

  Hello,

  Thank you for bringing this to our attention. We are sorry that your experience with Omniprint International fell short of expectations.  We also want to thank you for giving us the opportunity to make things right.

  Our records show our team has been in communication with you and that the *** has been processed.  As soon as you receive the parts needed for the repair, we will assist with the installation.   

  Again, we thank you for your feedback and for allowing us to make things better. We are always here and happy to help! 

  Kind Regards,

  Omniprint International

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Omniprint charged me for a printhead and tech service. Then left my printer open for 5 weeks and casued it to short out. Now want me to pay for more tech support. This is an experience that many others have had. I would like the cost i paid for my printer to be returned back to me. They clearly don't know how to fix their printers.

  

  Business response

  06/15/2023

  Dear *******************,

  Thank you for reaching out to us regarding your experience with Omniprint International. We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concerns.

  Upon reviewing your complaint, we would like to clarify a few points. Firstly, it is important to note that your printer was already out of warranty when you purchased and installed a replacement printhead on your own. Subsequently, you experienced issues with the printer's functionality, and you contacted us for assistance. At that time, a diagnostic fee was charged for **************'s assessment.

  ************** diagnosed the primary issue as a blown fuse and recommended replacing the board. However, you declined this recommendation and either replaced the fuse yourself or sought assistance from a third party.  It is also crucial to mention that the printer was disassembled for an extended period between diagnosing the blown F1 fuse and reassembly. Unfortunately, leaving electronics open for weeks can lead to corruption in integrated circuits, which may have contributed to the malfunction you are experiencing.

  We acknowledge your frustration with the situation; however, we cannot assume responsibility for any damage caused by self-repairs or repairs performed by third parties. This is why we strongly recommend that customers allow our certified technicians handle any necessary repairs. 

  Regarding your request for a refund of the cost you paid for your printer, we regret to inform you that we cannot honor that request. The warranty on your printer had already expired, and the issues encountered were a result of the self-replacement of the printhead and subsequent repairs outside our recommended channels.

  If you would like to proceed with further assistance, please reach out to our support team.  We appreciate your understanding and look forward to the possibility of assisting you further.

  Kind regards,
  Omniprint International

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Omniprint sells a faulty product that they don't provide proper maintenance for. Their technicians will tell you to do things, AFTER they stop recording a call and when it doesn't work their management team says that I did something they didn't recommend. They sold me a printhead and told me I could install the printhead by looking video online, that they posted. But now they are saying, I did it on my own. They lie, they create fake reviews and then they take advantage of people by tying them to predatory loans. I bough a printer from them 2.5 years ago and its now a brick. I followed everyone of their recommendations and instructions to now find they are lying to avoid any penalties.

  

  Business response

  05/02/2023

  Dear *******************,

  We appreciate your feedback and we apologize for any misunderstandings or inconveniences you *** have experienced with our products and services. However, we must respectfully disagree with your claims that Omniprint sells faulty products, provides improper maintenance, and engages in dishonest practices.

  At Omniprint, we always strive to provide the highest quality products and services to our customers. Our team of technicians is highly trained and dedicated to providing the best possible support and assistance to our customers. We take great pride in the honesty and integrity of our team and we can assure you that our technicians do not stop recording calls prematurely. We believe in transparency and honesty in all of our interactions with customers.

  We are also proud of the amazing reviews that our customers have left for us. All of our reviews are 100% real customers, and we do not engage in any kind of fake review practices. We understand that your experience *** not have been satisfactory, but we are committed to addressing any issues and providing the best possible service to our customers.

  As previously mentioned in our response to your initial review, if you would like to repair your printer, we would be more than happy to provide in-house or on-site services. We appreciate your continued business and we hope to have the opportunity to resolve any issues to your satisfaction.

  Thank you for your understanding and for giving us the opportunity to address your concerns.  

  Best regards,
  Omniprint International

  Customer response

  05/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased equipment from Omniprint on 3/20/23 and was told I would have it by the first week of April. That did not happen. Since then the salesman had put me off and put me off making excuses. On 4/10/23 I called to follow up so see if everything had shipped yet only to be told by my salesperson that he didnt know. After he got back to me saying no it hasnt shipped I had decided to cancel the deal because he couldnt provide a ship date. I had sent in a email after speaking with my salesperson to cancel per his request. At that point got a phone call from their director of sales basically saying they had a show they needed to get ready for and stopped work on my order. I spent ******** with this company and received nothing. The director of sales had asked if there was anything to do to save the deal and I responded with no. I lost money from losing clients because nothing was shipped when it said it would be. The only thing I asked for was the creditors be refunded in a timely manner. Since then I have followed up only to be ignored and get no response. Out of the blue I received a email saying my printer was ready to be shipped and I responded with I will not accept the order and nor will I do any business with Omniprint. I continue to follow up with email, texts and phone calls only to get no response and to be ignored. I did not receive any product and cancelled the order before shipped. This company should not be holding onto $******** that needs to be credited back to the lenders after saying they would refund me. I have emails and text for proof. They shouldnt be allowed to do business. I would not recommend to anyone. I just want the money returned to the lenders.

  

  Business response

  04/19/2023

  Hi *****,
  
  Thank you for your message. We are sorry that your experience with Omniprint International fell short of expectations.  We also want to thank you for giving us the opportunity to make things right.  Our records show that our team has been in contact with you and is currently working with you and the lending agency to move forward with a refund.  
  

  Our top priority is to serve our customers and provide the best customer service so we will continue to provide any additional assistance that *** be needed.  Again, we thank you for your feedback and for allowing us to make things better.   We are always here and happy to help!  
  
  Kind Regards,
  Omniprint International
  

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩