Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company specializes in edible printers. They claim that their products are *** approved and "food safe." However, when I received the box, it was clear that (1) the printer is a basic ink printer intended for office use (pictures attached). (2) The box had been opened and the ink replaced with edible ink. Now, had I known this is what I'd be receiving, I would have bought the printer and ink for no more than $160 elsewhere. I specifically purchased this printer because it was claimed to be food safe. If this printer was made for regular ink, I'm assuming that parts inside would be made and lubricated accordingly and NOT SAFE for the use on food. I have reached out via phone and email and was told that it was safe and nothing more. I've been ignored since even though I am requesting a return and refund within their own return policy timeline. I don't have any other recourse to return this item and get my money back because at this point, I'm getting no response from the business.Their business practice is shady and their products can potentially cause health issues. Help!

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the Executive Chef of a large hotel complex. I purchased the IE-CakePro2000XL last year and it became functional earlier this year. We had our initial setup call with ***************. He recommended that we run test pages every other day to keep the ink liquefied. My pastry chef and her team have run test pages daily. The initial run of this printer was about 1k cookies. All went well after some trial and error. After that the printer has not worked again correctly since. **************** is literally non-existant other than to call ***** and have him read the troubleshooting manual to you and expect you to fix the machine. We have not been able to get the printer to work correctly again after that initial print. ***** had my pastry chef taking apart the printer and replacing parts when that wasn't even the problem, it turns out that it was a firmware update that changed the entire communication from computer to printer. After the firmware update, the printer does not print as it did as it only does 10 passes versus the 12 it did originally so the pictures aren't as clear. Then to top it all off, now the printer is pooling ink where it should discharge and shuts off mid print...of course my pastry chef reaches out to ***** again and gets an out of office response saying he will be back on 6/10. It's 6/20 for ****** sake...this guy can't even fix his out of office, how is he going to fix a printer over the phone. If I have to break it down completely, this is a 19k paperweight, DO NOT waste your time, money and stress level on this company or products. There are better which I learned an expensive ******* The basics of customer service are completely void from these people, there is zero support and there are no companies that can come and assist with the printer in person so you are stuck communicating with this joke of a company over the phone.Do yourself a favor...go somewhere else!!!

• Initial Complaint

  Date:05/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid for expedited shipping. The company sat on my order for two days with no response and dropped it in a *** box on Thursday night for two day delivery. I completely missed my event on Saturday. The company refused to expedite the package yet charged me for expedited shipping. I reached out to them several times and they waited two days to contact me, knowing it was an expedited order. Their only response was it will come next week. This company has no regard for the customer, has poor customer service, and is very slow to respond. Had they told me about the delay I would have paid for next day shipping but they did not care enough to give me that option.

  Business Response

  Date: 05/01/2024

  The customer placed an online order for a custom printed item on April 23rd (a Tuesday), in the afternoon. Custom printed items are advertised as requiring 1-3 business days processing time, in addition to shipping time. The shipping option selected was 2 day transit (which is 2 business days).The order was processed in 1-2 business days, and transferred to *** on April 25 (via *** 1ZA287E80298514466), and it was shipped via a 2 day method. The customer notified us that they received it late and complained about a lack of communication from our team, which we apologized for, and sent the customer the below email on April 26, in addition to calling and leaving voice messages. As an apology/courtesy we refunded the customer in full on April 26th.
  

  ===

  
  Email sent on April 26 to the customer:
  
  I am very sorry about this lack of communication from our team. I am sure this was not done on purpose nor did *** ever ignore you.
  I understand that this order was for a special event and I really do feel bad that you will not have it on time, but we have no control over the shipping carriers.
  
  This order was rushed and the *** had it in their hands on the 25th which you should receive it today in the evening being 2 days shipping
  This would have given time for your event for tomorrow
  
  I will refund your order, although I do understand that this will not make up for the disappointment.
  I will take it up further with the shipping carrier
  
  I did try to call you couple times and have left voice messages
  
  Below is the complete refund and my sincere apology on the shippers behalf
  
  Refund confirmed (Transaction ID: ***********************************

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Canon TS702a edible printer system from InkEdibles on April 1, 2023, for $399.00. I paid $278.00 and financed the rest with Affirm. I opened and set up the printer on April 22nd. I immediately noticed that the power cord would pop out of its socket with a light brush or touch of the cord. While in the midst of using it, I had to keep plugging it in. It was as if it didn't belong to that printer. I contacted them and set up an issue ticket but the answer was, "Make sure it's plugged in" I have provided a link to a video that shows how flimsy the connection is. I also had an issue with horizontal lines on the top 3rd of my prints. I basically wasted paper and ink because I couldn't use the prints with horizontal lines. It took them more than 24 hours to respond about the horizontal lines. In the meantime, I contacted Canon tech support and they did a few tests and said they had no idea what the lines were and why their tech test didn't resolve them. When I told them who I purchased the printer from, they said that InkEdibles is not an authorized Canon dealer. At this point, I do not trust that they will provide quality equipment, tech support, or service. I called Monday, May 1st and asked about their return policy. I talked to a man and was told as long as it was returned within 30 days of the shipping date I would get a refund less a 15% restocking fee. He also said he would email me a link about the refund policy. its 3 days later now and I still have not received an email regarding their return policy. ***** did not explain the procedure for their return labels. I would like a refund. If anyone is thinking of purchasing from them, do your research. They are not an authorized Canon dealer. I was told by Canon that anyone can purchase the same machines for less the markup. Buyer beware! They mark up 400%. See the link for the flimsy power cord connection: **********************************************************************

  Business Response

  Date: 05/18/2023

  We are sorry for the inconvenience caused. The item included supplies for edible ink printing, not standard printing. Support is by ** directly, and typically is within 1 business day. As the customer was inconvenienced we issued a refund as a courtesy. 

• Initial Complaint

  Date:11/27/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted the company for a rush order for **** cookies on or about Friday 11.11.22. In email exchanges I was told they could deliver in time for my event. I sent them the artwork and payment. The cookie order was processed and sent out, arriving a day early. Upon opening the cookies they were inconsistently baked. Some were perfect, some were brown, most were burnt. I contacted the company through the representative, *****************************, that I was disappointed in the cookies. They were over-baked and could not be served. The artwork was not the best, but something I could live with and deliver. What was not acceptable was the cookies themselves. He replied that the cookies were all baked at a certain temp for a certain time. They had to be overdone for transport, which doesn't make any sense. There is now a ghosted silence when I asked the "concerned department" to explain the drastic variation in color of each cookie. He did explain their return policy. It is a no return policy on edible products. However, they also state on their website a promise of a delicious perfectly baked cookie. These cookies were not used for my event and currently just sitting there. As you can see in the attached photo the drastic inconsistency in baking. I have also attached a couple of the email exchanges.They did offer a $250 refund, but that doesn't even come close to the $2090 spent on cookies that could not be used for my event on 11.22.22. I am want this company to stand by their work as any respectable company would and offer a full refund for the cookies.