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:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 an EM-1010 from Ricoma 2 years ago. From day one I have not had a working machine. I have filed many tickets for repair with no resolution of the problem. From day one I have never had all 10 needles on the machine working. I put in a ticket and pretty much am told it is my error and that I need to do their steps. i do them and still no resolution. I would love to have a working machine as this is for my business. I would accept either a replacement, or a service tech to come and fix all the issues. They want me to take it over 3 hours away for repair.

  

  Business Response

  Date: 04/10/2025

  Dear ******,

  Thank you for reaching out. I understand you've been experiencing issues with your EM-1010 machine, and I appreciate your patience as we worked through the troubleshooting process.
  ******** assisted you and identified that some of the needles were installed backwards, which you were able to correct. In addition, the middle thread course module was replaced. Since then, it appears everything is now functioning properly.
  If you experience any further issues or have additional questions, please dont hesitate to reach out. Were always happy to assist.

  Best regards,

• Initial Complaint

  Date:03/26/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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 placed an order with Ricoma in early March. That order number is Order# SO100747. The items in that order were: Itemdescriptionquantity KS-810 (S)IKONIX SINGLE NEEDLE POST-BED LOCKSTITCH SEWING MACHINE (including M-54 Belt) ********** MH-TJ600-1316MT/TC/SWD, 13x16" Mighty Hoop2 KM-550NBServo motors,3/4HP 550W ****** RPM 110 Voltage, 60HZ AMCO style shaft, no brush1 When our pallet arrived it was missing the MH-TJ600-1316MT/TC/SWD, 13x16" Mighty Hoop2. When I contacted our account manager, he told us he submitted a ticket for the missing items. A week went by and we did not hear from anyone. I just received an email saying that the ticket was closed and received no help, they have not replaced my missing parts, and have taken about $500 from us.The other issue we had with this order was, the machine was missing parts. We were unable to full put together the: KS-810 (S)IKONIX SINGLE NEEDLE POST-BED LOCKSTITCH SEWING MACHINE (including M-54 Belt) ********** without going to the hardware store to find replacements for things that were missing such as bolts, screws, etc... Some parts we were unable to replace and have not received word that they will be sent by Ricoma. This is not the first time Ricoma has ignored our requests. Last year, prior to our 1 year warranty being up, we submitted a support ticket for faulty parts. The arms that hold the embroidery hoops onto our MT-1502 stripped out due to faulty manufacturing. This happened on some of the hoops that shipped with the machine as well. These parts were never replaced and they waited until after our warranty was up to respond so they could charge us for the replacement faulty parts. This company has time and time again cost us money by not offering technical support, sending us faulty equipment, and charging us for products that they don't even send. I want the things we paid for sent to us as well as the faulty parts replaced on my machine.

  

  Business Response

  Date: 04/03/2025

  Dear ********,

  Thank you for your order with us! For order SO100747, multiple packages were shipped separately, as the sewing machine and Mighty Hoops come from different locations. This is why you didnt receive everything at once.
  The Mighty Hoops were delivered yesterday, 4/2/2025. We also received your ticket on 3/20/2025, and ****** has been assisting you to ensure everything is resolved. The additional items you needed have been shipped and are currently in transit, with an estimated delivery date of 4/7/2025.
  Please let us know if theres anything else we can assist you with.

  Best regards,

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 the Ikonix plate press machine on January 31, 2025, for $358.00 The machine arrived on February 4, 2025. The machine never worked. I contacted the company around February 14th. to tell them I wanted them to either replace or return the machine because it did not work. I have gotten nothing but the run-around. They emailed me saying I could not return the machine until the tech department looked at the machine and someone would contact me in 24 to 48 hours. It did not happen only thing I received was an email that said they must confirm that the heat press itself is responsible for the problem and that someone would contact me. I only had the machine for two weeks and the first week was getting the sublimation plates. A person did not contact me I only received more emails. The last communication they said was that they were trying to get someone in my time zone to be able to call me about the machine. We are at the end of March now. Still nothing, I have brought two sets of plates from two different companies, and still nothing has happened. At this point, I just want my money back I don't want a replacement. This has been a nightmare.

  

  Business Response

  Date: 04/03/2025

  Dear ****,

  I'm sorry to hear about the issue you experienced with your heat press. This is certainly not the experience we want for our customers.
  The return period for this product is 30 days. According to our records, your heat press was delivered on 2/4/2025, and you reached out to us regarding the issue on 2/17/2025. Before proceeding with a return or replacement, we do need to verify the issue.
  I understand our East Coast ************ initially handled your case, but due to scheduling conflicts, it was transferred to our West Coast ************ for better alignment with your availability. **** was able to complete a video call last Tuesday to confirm that the heat press arrived damaged.
  We are happy to offer you a replacement or, if you prefer, proceed with a return. Please let us know how youd like to move forward.

  Best regards

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair 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.

  This complaint is against Ricoma regarding a defective Direct-to-Film (DTF) printer I purchased for $35,000, which has never functioned properly since delivery. Despite months of back-and-forth communication with Ricomas customer service and technical support, the issue remains unresolved. I am left with an expensive piece of equipment that does not work as advertised. I purchased this when Ricoma first started selling it, and they lacked proper support and troubleshooting resources. They acted as middlemen, relying on manufacturers to solve problems. Upon delivery, the machine was not fully assembled internally causing over 1k in damages from ink spills. Ricoma made me take it apart and reassemble it. They also lied about the machines dimensions on the website, corrected it after my complaint, but left me stuck renting a larger space. After numerous calls and emails, Ricoma finally sent a technician named ****** who increased the white ink output to four times the recommended amount. This temporary fix increased my ink costs and printing time fourfold without resolving the poor print quality. Since Diegos visit, I have continued to experience the following problems: - Excessive ink usage, increasing my operational costs significantly. - Long print times due to the increased ink output, no longer as advertised. - Consistently low-quality and unreliable prints. Despite multiple complaints, Ricoma has only suggested more video calls a process that has consumed hours without success, even though their technician couldnt fix it in person. Ricoma has also failed to honor its commitments. They promised two VIP tickets to DecoSummit as part of the remediation but never delivered. As someone who has spent over $220,000 between my personal commercial equipment and school district purchases, I am beyond disappointed. More information is attached. Ricoma pretty much has our full transcript, recorded calls and more.

  

  Business Response

  Date: 03/28/2025

  Dear *****,

  Thank you for reaching out. Id be happy to assist with any issues youre experiencing with your *** printer, but I also want to clarify the warranty guidelines we must follow.
  Your original purchase of the Revel ***-2402T was under SO78394 for a total of $23,995.00. We stand by our products and fully honor our warranties, as we have demonstrated before. The *** printers come with a one-year limited warranty, and yours was delivered in early February 2024. While we acknowledge the challenges you faced early on, we sincerely apologize for any inconvenience and appreciate the opportunity to address them, including sending our technician, *****, on-site to service your printer.
  According to the signed service report (attached for reference), the service was completed on 6/20/2024, and the printer was functioning properly at the time of Diegos visit. Please note that our warranty covers on-site travel for the first three months and labor for the first year if an on-site visit is deemed necessary. You can review our full warranty details here: [**********************************************].
  Since Diegos visit, we had not received any further reports of issues until this ticket was opened on February 24, 2025. That said, we are still here to help. Our support remains available via email and video calls, and we understand that your schedule requires after-hours assistance. We are happy to accommodate this through our after-hours support team. Our support hours are from 9 AM - 9 PM EST, with the latest video calls starting at 8 PM EST.
  If you are requesting an on-site technician, this would require payment for travel and labor costs, as your warranty no longer covers on-site visits beyond the initial three-month period.
  Regarding the VIP Deco Summit tickets, we acknowledge that the two VIP tickets for 2024 were not provided to you as expected. As I mentioned on September 16, I sincerely apologize for this oversight and assured you that we would make it right by honoring them for next years event. At that time, the 2025 Deco Summit tickets were not yet available. Now that they are, I have processed your order under SO101891, ensuring you receive your two VIP tickets for Deco Summit 2025.
  Please let me know how youd like to proceed regarding your printer issue, and well do our best to assist you.

  Best regards,

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23080539
  
  I am rejecting this response because:

  
  Thank you for your response, but once again it is filled with inaccuracies, deflection, and blatant disregard for the reality of my experience. This entire situation has been a scam from the beginning, and Ricoma continues to insult my intelligence and waste my time by pretending otherwise. Your own technicians are on the recorded calls saying its not acceptable and playing the blame game on each other for providing inaccurate information. One referenced that you scaled too soon and it was still hard to understand and solve problems with your chinese producer. I was promised support videos and help but at the time of purchase, for months after and I'm not sure about now, but it didn't exist. I even asked before purchasing with my sales *** if you had those supports (check those emails too) and she said yes. Several emails and calls full of lies. 

  
  Let me be very clear. The printer I purchased for a total of $35,000 was not functional as advertised before purchasing. It was delivered incomplete and could not be used properly from day one. I was told to disassemble the machine to fit it into my space due to incorrect specifications listed on your website. You later updated the dimensions, but by then the damage was already done. I had to rent new space to accommodate the size of a machine you falsely advertised.
  The machine was never usable. I spent entire workdays on support calls. Not to mention countless late nights practicing, tweaking settings, watching tutorials, and trying every suggestion your support team gave me. None of it worked. The problem was never me. The problem was your broken machine. I have used other printers without issue. I have even used the exact same model at another location and it worked perfectly. That confirms what I have always said. My machine is defective.
  Your response completely downplays the burden you placed on me. Wait times for support were often 45 minutes or longer. That is not normal. That is not acceptable. That is a scam. Deliberately making it difficult for customers to get support is part of the scam. It is done on purpose.
  When your technician ***** came, he was rushed and trying to catch a flight. He created a temporary workaround by increasing the white ink output to four times the normal amount. That fix made the machine print slowly, use excess ink, and still did not result in clean, usable prints. And yet, Ricoma has the nerve to say that the machine was working when he left. That is a lie. I never signed off saying it worked. If you are presenting a signature, it is not valid and it is not a real acknowledgment from me. We recorded the session with *****s full consent. That footage clearly shows the issues were never resolved.
  You now claim that because my warranty has expired, I must pay for the technicians travel, flight, and all related expenses. This is offensive. I ***orted my problems during the warranty period, again and again, across multiple tickets, calls, texts to *****, and more. I should not be penalized because Ricoma failed to fix the machine in a timely manner. This is exactly what scam behavior looks like.
  Yes, I took a break during the holidays. I was exhausted, emotionally drained, and discouraged. Constantly reaching out, chasing responses, and getting nowhere is not only unproductive, it is depressing. I run a business. I do not have time to harass vendors or stalk people I have already paid. I do not enjoy being involved in negativity, and this experience has been one of the worst I have faced in business.
  The Deco Summit tickets were never a gift. They were offered as compensation because Ricoma knew the machine was a problem and that it caused a lot of damage to my work space. And even then, I had to follow up multiple times and you failed to deliver. I never got the tickets as promised and also documented. How do you just assume that I want to go or have the capacity or finances to go this year? My extra money goes to paying that machine payment. The machine that doesn't work as advertised. 
  Most importantly, I have not sold a single print from this machine. Not one. But I have spent thousands of dollars outsourcing my jobs to reliable printers with working machines. I have the receipts to prove it. Meanwhile, I am still making payments on a machine that sits in my studio collecting dust.
  I have attached a few photos but have dozens more, including screenshots of wait times, documentation of calls and messages, and recordings of conversations with your team. The proof is overwhelming.
  This has been a scam. It started with dishonesty about the machine and it continues now with your refusal to take responsibility. If Ricoma truly stands by its products, you would fix or ***lace this machine immediately without asking me to pay a single cent more. Stop taking up all of my time. I have an entire family to care for an a business to run. DO THE RIGHT THING.
  Sincerely,
  ***** *******
  
  Sincerely,
  
  ***** *******

  

  Business Response

  Date: 04/24/2025

  Dear *****,
   
  Were working to provide you with the full support available to our customers.
  Youve requested an on-site technician, and while we can certainly arrange that, it would be a billable service. Unfortunately, we cannot cover the cost of an on-site visit as your machine is now outside the warranty period. To reiterate, the warranty covers on-site technician travel for the first 3 months and labor for the first year.
  Although your 1-year warranty has ended, this does not mean we cant support you. We absolutely canand we want to. But this requires working with us via a video call to properly diagnose and troubleshoot the issue.
  At this time, theres no confirmed issue with your printer. You've mentioned that its using four times more ink and taking four times longer to print. However, the settings ***** adjusted in ******* wouldnt cause such a drastic increase. Those settings can influence ink output slightly, but thats directly related to the appearance on the film, not a significant increase in ink consumption or print time.
  Were here to help. If you're willing to proceed with a video call, please provide a date and time that works for you, and Ill get something scheduled.
   
  Best regards,

• Initial Complaint

  Date:03/05/2025

  Type:Sales and Advertising 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 MT-1501 embroidery commercial machine. Because at the time the sales team convinced me this purchase would be a money maker. For starters Ricoma stated they teamed up with a company called ****** who could give me business by embroidering orders for them. Also I was convinced how easy it was to learn the machine and I would get unlimited training. Well this is where I discovered a different outcome. During live training class I discovered a part broke and would not allow me to complete training. When I asked ***** for the video so I could resolve the issue. I was given a random video of another training class and was informed my class video was damaged. I was discouraged and had a disability set back. I also discovered this digitizing is not easy. I never heard any response from Garmeo to make money. This investment was the worst decision of my life I was baited into. I inquired to Ricoma if they would buy back the machine that was only used to attempt to make it through training class. I never heard back and feel like I am no longer wanted since I made this huge purchase. This whole advertisement from Ricoma is very deceiving and financial burden. I also was lured into buying additional accessories which have not been opened. Sales was great to get my sale but now I feel duped. Ricoma eventually sent out the in person training and the tech did not have all the tools to train me. The onsite tech confirmed the machinery was only used for 2 hours since I made the purchase. Which consisted of no actual projects.However this machinery still don't serve the original purchase nor purpose. Therefore , I am requesting the machinery to be returned do to click bait. I will take the lost on all the other accessories and software which amounted to another *****

  

  Business Response

  Date: 03/18/2025

  Dear ******, 

  Thank you for reaching out. We want to take this opportunity to clarify a few key points regarding your purchase and experience.
  ****** is a platform where embroidery professionals can apply to become vendors. Approval is based on quality and consistency, and it is not a guaranteed source of income. If you are still interested in applying, you can do so here: Garmeo Registration. However, running a business requires time and effort beyond the equipment provided.
  Regarding your machine, Ricoma does not offer returns on purchased equipment. However, we are fully committed to ensuring you receive the necessary training and support to use your machine effectively. Our unlimited training sessions cover different topics daily, and we strongly encourage you to take full advantage of these resources. Learning to operate embroidery equipment, including digitizing, is a skill that requires practice. As you mentioned, the machine has only been used for two hours, which is not sufficient time to become proficient.
  We understand that you experienced an issue during training, and we have since provided an in-person technician to assist. If you still need further guidance, we are happy to arrange additional training to help you gain confidence in operating your machine.
  Our team is here to support you in making the most of your investment.

  Let us know how we can assist in helping you move forward.

• Initial Complaint

  Date:03/04/2025

  Type:Billing 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 had the amount of $854.93 posted to my bank account incorrectly for a service that was supposed to be free with Embroidery machine. I had even called **** Peru, account manager to ask why the need my bank information for the software. I spoke with her numerous time on February 27, 2025. on one of the calls that was 12 minutes long at 3:45 pm, she verified that the software was indeed free for first year. She told me just put my bank info in that my account won't be charged that this their procedure all the time. So I did as she instructed and my bank was charged at approximately 5 p.m. on that same date, 2/27/2025. I immediately called her right back and emailed a snap shot of my bank charge. I told her that that money was put away for taxes and I never agreed to them taking my money. She sent a message to accounting about this matter. I also told them that I wanted to speak with someone immediately to tell me how this will be resolved.

  

  Business Response

  Date: 03/14/2025

  Dear ********,

  Thank you for reaching out. I see what happened here. You were provided with a one-year free Chroma Inspire subscription, which can be activated through your Ricoma Customer Portal. However, it looks like you accidentally purchased a new Chroma Inspire subscription through the website, which is why the system charged you for it.
  Not to worry, I can get this corrected for you. Ive opened a ticket for you under #****** so we can hop on a call and get this sorted out.

  Looking forward to hearing from you.

• Initial Complaint

  Date:03/03/2025

  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.

  My name is ****** ***** ******, and I purchased a Ricoma Vision for $21,000.00 last year. Unfortunately, I have experienced numerous issues with this machine. The training provided by the instructor was only satisfactory. Despite my daughter and I asking many questions and practicing diligently with the instructor using a Ricoma file, the quality of our prints was subpar.After encountering issues on the third shirt we printed, we contacted Ricoma and had to submit a work order ticket. Responses from Ricoma took anywhere from later that day to two days later, which significantly hindered our business operations. Despite following their step-by-step instructions, the print quality remained poor. During a Zoom meeting with a Ricoma representative named ****, it became evident that training methods were inconsistent, leading to varied results.We purchased this machine in February 2024 and managed to complete only one order before the machine started causing more stress and headaches than productive output. Daily maintenance and filter changes were necessary, but even obtaining the required supplies, such as filters and white ink, proved difficult. Frequently, these items were out of stock, forcing us to operate with constant uncertainty.Despite making continuous payments on the machine, it has caused significant financial and operational setbacks for our business. I requested to return the machine and void the account or exchange it for other equipment, such as a heat and hat press. After much negotiation, Ricoma offered to exchange the Ricoma Vision and Soni Jet for two heat presses and one hat press, totaling $2,********* is unfair to continue making payments on a malfunctioning machine that has caused lost business opportunities and no return on investment. I have already paid $5,088 on this machine, which doesnt work, and the supplies are hard to acquire. I propose that I accept the heat presses and hat press, and in return, Ricoma voids the remaining balance of the loan.I am done dealing with the stress and challenges associated with this machine. I hope we can reach a fair and satisfactory resolution. One one thing my Sonic jet when I received it didn&#**;t work I let Ricoma know it took about a week to get a response they went ahead and sent out a replacement and when called me to set up it was damaged so they were going to send another replacement it took them 3 months for them to replace it. At this time I just want this machine out of my house and send me what I have asked for and void the remaining balance.Sincerely, ****** ***** ****** ************

  

  Business Response

  Date: 03/14/2025

  Dear ******,

  Thank you for reaching out. Im sorry to hear about the challenges you initially experienced with the *** Vision and SonicJet pre-treatment machine. Im glad we were able to send ***** (Technician) to your location to replace the print head and successfully test the printer.
  I want to remind you that the sales contract states all sales are final. However, you previously proposed to **** *. (West Coast Service Manager) via email that you would like to trade in the *** printer for two heat presses and a cap heat press. While this is not something we typically offer, I understand that ***** (Sales Manager) spoke with you and agreed to your request. I will provide a reference to your proposal for clarity.
  This offer is still available if youd like to proceed. Please let us know how youd like to move forward.

  Best regards

  Customer Answer

  Date: 03/21/2025

  ****************************************************************************

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair 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.

  Complaint Against Ricoma International Corporation Order Date: September 16, 2024 Price: $25,897 Product: MT-2002-8S Embroidery Machine with *** Vision Printer (bundle)Details of Complaint:I purchased the MT-2002-8S embroidery machine with the *** Vision printer included as part of a bundle. The *** printer never worked properly. Ricoma required training before use to maintain warranty coverage, but *** training was never available online in Spanish. I completed the embroidery training but could not access *** training, preventing compliance with warranty terms. Ricoma later claimed the warranty was voided because I powered on the printer before training, but since Spanish training was unavailable, I had no way to follow this requirement.Ricoma never disclosed that all sales are final during the purchase. After I reported the issue, Ricoma stated that they have no replacement parts or machines available and refused to provide repair, replacement, or refund. Their refusal, combined with the lack of accessible training, has left me with a defective printer that cannot be fixed.Attempts to Resolve:I contacted Ricoma multiple times requesting training, technical support, and replacement parts. They responded that the warranty is void, sales are final, and they have no parts or replacement machines available.Desired Resolution:Full refund of $25,897 or Replacement of the *** Vision printer with a fully operational unit and reinstated warranty.Ricoma sold the MT-2002-8S embroidery machine with the *** Vision printer included as part of the bundle. As part of this purchase, Ricoma committed to providing:A fully functional *** printer.Accessible and comprehensive training for both machines to ensure proper operation and maintenance.Technical support and replacement parts under a one-year limited warranty.Transparent sales terms without undisclosed final sale policies.

  

  Business Response

  Date: 03/05/2025

  Dear *******,

  As part of your purchase of the MT-2002-8S embroidery machine, you received the *** Vision printer at no additional cost. Per the terms outlined in the sales contract, all sales are final, and we are unable to process returns or refunds for the *** unit. For your reference, I have attached a copy of the sales contract.
  The warranty for the *** printer requires the operator to perform daily, weekly, and monthly maintenance, as well as maintain the correct temperature and humidity levels to ensure proper operation. Failure to meet these conditions results in the warranty being voided.
  According to our records, the *** printer (Serial No. ************** was first powered on November 1, 2024prior to any official training session. Please note that activating the printer before attending the required training voids the warranty. Additionally, a review of the printer logs indicates that daily nozzle checks (which are part of the required daily maintenance) were not performed between November 1, 2024, and December 11, 2024a period of 40 days. Furthermore, humidity logs show that the printer has not been maintained within the recommended environmental conditions. Both of these factors contribute to clogged printheads and operational issues.
  Based on these findings, the issues you are experiencing (clogged print head) appear to be the result of improper maintenance and environmental conditions, both of which fall outside of warranty coverage. While we are unable to reinstate the warranty, we are still available to provide guidance on best practices for maintaining your machine and troubleshooting existing concerns.
  At this point, we have attempted to unclog the print head with you but were unsuccessful. You may continue soaking the print head in a cleaning solution to see if there is any improvement in the nozzle checks. If you are unable to achieve results this way, we recommend replacing the print head. This part is available for purchase through us. Currently, it is out of stock, but it typically takes approximately two weeks for new stock to arrive and be shipped.

  Please let us know how you would like to proceed.

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22977015
  
  I am rejecting this response because:

  Dear Ricoma Representative,
  Thank you for your response and the attached sales contract. While I appreciate your explanation, your reasoning for denying warranty coverage remains inconsistent with Ricomas own warranty terms and fails to address critical issues. Below, I will respond to each of your claims and reiterate my demand for a fair resolution within 7 business days from my initial email (by March 17, 2025).
  1. Sales Contract and No Refund Policy
  You state that the *** Vision printer was provided at no additional cost with my MT-2002-8S embroidery machine and that all sales are final per the contract. However:
  A no refund policy does not override consumer protections if a product is defective or if Ricoma fails to support it (e.g., by providing unavailable parts or inaccessible training).
  Even if the *** printer was a promotional item, it is still subject to implied warranties of merchantability under Florida law, requiring it to be fit for its intended use. A printer that Ricoma cannot repair due to out-of-stock parts does not meet this standard.
  2. Warranty Conditions: Maintenance and Humidity
  You claim the warranty requires specific temperature and humidity levels for coverage. However:
  Ricomas warranty document does not explicitly list humidity as a condition for maintaining warranty validity. If Ricoma intends to enforce this condition, please cite the exact clause in the warranty.
  Ricoma has not provided evidence that improper humidity directly caused the clogged print head, which would be required to justify voiding the warranty.
  Training was not accessible in Spanish, meaning I was never properly instructed on maintenance requirements despite completing Spanish-language embroidery training.
  3. Powering On Before Training
  You state that powering on the printer before training voided my warranty. However:
  Ricoma never made Spanish-language *** training available to me, despite my efforts to follow proper procedures. Your claim that Spanish training had to be specially requested is not stated anywhere in the contract or warranty terms.
  A warranty cannot be voided due to failure to complete training that Ricoma failed to provide. This constitutes a failure on Ricomas part, not mine.
  4. Unauthorized Remote Access to Printer Logs
  You reference printer logs to justify voiding my warranty, including nozzle check records and humidity data. However:
  Ricomas sales contract does not disclose that Ricoma remotely accesses and collects printer data or that such data would be used to void a warranty.
  I never consented to this remote monitoring. Please provide proof that I explicitly agreed to Ricoma collecting and using this data against me.
  Using undisclosed data collection to void a warranty raises serious privacy concerns and may violate Floridas Deceptive and Unfair Trade Practices Act.
  5. Ricoma Sold a Product It Cannot Repair
  You suggest replacing the print head, which is out of stock and unavailable for immediate shipment. This proves that:
  Ricoma sold a *** printer without ensuring essential parts availability, making the machine inoperable.
  A no refund policy cannot reasonably apply if Ricoma cannot supply the necessary parts to restore function.
  My Position and Next Steps
  Your response does not address the core issues: lack of Spanish training, undisclosed remote monitoring, unclear warranty conditions, and inability to provide replacement parts. The clogged print head cannot be blamed solely on me when Ricoma failed to provide the tools (training) and support (parts) to maintain it.
  I reiterate my demand for one of the following by March 17, 2025:
  A full refund for the *** Vision printer due to Ricomas failure to provide training and parts.
  Replacement of the printer with warranty reinstatement and immediate access to Spanish-language *** training.
  This matter remains in dispute with my bank and the Better Business Bureau. Additionally, I have filed a complaint with the ************************ regarding deceptive practices, undisclosed data collection, and warranty enforcement based on inaccessible training. If no resolution is reached by March 17, I will proceed with arbitration or legal action under Florida law.
  Please provide a written response confirming how Ricoma will proceed by the deadline.
  Sincerely,

  
  ******* ******

  

  Business Response

  Date: 03/13/2025

  Dear Maralie, 
   
  Thank you for responding, I'll be answering all of your concerns. 
   
  Question 1 - A no refund policy does not override consumer protections if a product is defective or if Ricoma fails to support it (e.g., by providing unavailable parts or inaccessible training).
  Respond 1 - The printer was delivered in working condition and was not defective upon arrival. However, due to a lack of daily maintenance and improper environmental conditions, an issue has arisen. 
   
  Question 2 - Even if the *** printer was a promotional item, it is still subject to implied warranties of merchantability under Florida law, requiring it to be fit for its intended use. A printer that Ricoma cannot repair due to out-of-stock parts does not meet this standard.
  Respond 2 - The printer can be repaired by replacing the print head. This is a part that would need to be ordered since the product is on backorder. As mentioned before normal ETA is approximately two weeks. 
   
  Question 3 - Ricomas warranty document does not explicitly list humidity as a condition for maintaining warranty validity. If Ricoma intends to enforce this condition, please cite the exact clause in the warranty.
  Respond 3 - Regarding the warranty, under "Responsibilities of the Customer" it states "Key Critical Items must be adhered to or your warranty will be voided". I have attached a reference to this for your review. 
   
  Question 4 - Ricoma has not provided evidence that improper humidity directly caused the clogged print head, which would be required to justify voiding the warranty.
  Respond 4 - In the warranty it states "Humidity & Temperature: Keep the Humidity above 45% relative Humidity, extensive time below this level will cause the Printhead to dry out and clog the Printhead. A Non-condensing humidifier is recommended if you are unable to reach necessary Humidity" The logs indicate that since the printer was first powered on, the humidity level has been below the 45% threshold for approximately one-third of the time. I have attached a reference to this for your review.
   
  Question 5 - Training was not accessible in Spanish, meaning I was never properly instructed on maintenance requirements despite completing Spanish-language embroidery training.
  Respond 5 - Training for the *** printer is regularly offered in English, with Spanish training available upon request, subject to availability.
   
  Question 6 - Ricoma never made Spanish-language *** training available to me, despite my efforts to follow proper procedures. Your claim that Spanish training had to be specially requested is not stated anywhere in the contract or warranty terms.
  Respond 6 - Ricoma's training department never received any requests for *** training in Spanish. The warranty does not specify a particular method for requesting training, but it does clearly state that failing to complete training will void the warranty. This is also outlined in the "Responsibilities of the Customer" section: "Training: Turning on the machine prior to training will void the warranty! Failure to take the training will result in your warranty being voided." I have attached a reference to this for your review. 
   
  Question 7 - A warranty cannot be voided due to failure to complete training that Ricoma failed to provide. This constitutes a failure on Ricomas part, not mine.
  Respond 7 - *** training sessions are offered weekly in English. 
   
  Question 8 - Ricomas sales contract does not disclose that Ricoma remotely accesses and collects printer data or that such data would be used to void a warranty.
  Respond 8 - When the printer is connected to the internet a disclaimer for this is displayed on the printer screen at this time. This is also outlined in the warranty. I have attached a reference to this for your review. 
   
  Question 9 - I never consented to this remote monitoring. Please provide proof that I explicitly agreed to Ricoma collecting and using this data against me.
  Respond 9 - When connecting to the internet the person the operator consented to remote monitoring, which is agreed upon under the warranty portion of the sales contract. I have attached a reference to this for your review. 
   
  Question 10 - Using undisclosed data collection to void a warranty raises serious privacy concerns and may violate Floridas Deceptive and Unfair Trade Practices Act.
  Respond 10 - This information is disclosed under the warranty terms and when the operator connects the printer to the internet. 
   
  Question 11 - Ricoma sold a *** printer without ensuring essential parts availability, making the machine inoperable.
  Respond 11 - We do have essential parts available for order. As mentioned before you can place an order for this part now and the estimated delivery remains approximately two weeks.
   
  Question 12 - A no refund policy cannot reasonably apply if Ricoma cannot supply the necessary parts to restore function.
  Respond 12 - We can supply the necessary parts needed for purchase. 
   
  Please note that daily nozzle checks were not completed for a period of 40 days. This information is provided in the pre-training video in the Ricoma Customer Portal. 
   
  With the above concerns answered. 
  Ricoma is unable to issue a refund, as all sales are final per the sales contract.
  Ricoma is unable to replace the printer or reinstate the warranty, as the *** Vision Serial Number ************* warranty has been voided due to non-compliance with the terms outlined in the warranty.  
  To assist in resolving this issue, I recommend ordering a new print head, and we can guide you through the installation process via a video call. Additionally, I strongly suggest maintaining a consistent humidity level above 45% to prevent future clogging. Completing *** training will also help ensure proper knowledge of daily, weekly, and monthly maintenance to avoid similar issues moving forward.
   
  Please let me know how youd like to proceed. 
  Looking forward to hearing from you. 

  Customer Answer

  Date: 03/17/2025

   
  Complaint: 22977015
  
  I am rejecting this response because:

   

  Dear BBB Mediator,
  Im responding to Ricomas March 17, 2025, BBB message regarding my complaint about a defective *** Vision printer (Serial Number **************. *********************** reply misrepresents facts, ignores their warranty obligations (Pages 9-12), and relies on terms never disclosed in the sales contract I signed on October 14, 2024. That contract lists the printer as a promotional item with my MT-2002-8S pur***** but omits critical responsibilities and Wi-Fi loggingconditions so burdensome Id have rejected the bundle had they been explained. *** also filed with the **********. Below, I address Ricomas points with evidence, including a training portal screenshot (attached).
  

  Claim: Printer Delivered Working (Response 1)
  Ricoma asserts it arrived working, citing maintenance and humidity issues, but provides no proof. I maintain it was defective from the start and not as described in the contract. My husband visited Ricomas HQ (********************************************************) to meet our technician and saw their showroom *** Visionit never worked like mine, proving mine was faulty from day one. The warranty (Page 9) covers defects unless caused by improper maintenancemaintenance never explained pre-pur*****.
  Claim: Repairable with Backordered Parts (Response 2)
  Ricoma says its repairable with a print head (2-week ETA), but this doesnt meet their duty to promptly repair a defective machine (Page 12). A product not as described from the start shouldnt cost me extra under Floridas implied merchantability law (F.S. *******). The contract never disclosed parts costs or delaysId have declined if it had.
  Claim: Humidity in Warranty (Response 3)
  Ricoma cites Key Critical Items (Page 10), but the contract I signed never mentions humidity or maintenance rules. ** have rejected this if disclosed. They must prove humidity caused the defect, not that it was defective first.
  Claim: Humidity Caused Clog (Response 4)
  Ricoma claims logs show humidity below 45% for one-third of the time (Page 10), but this is vaguewhen and how did it cause the failure? A machine defective from day one, unlike their showroom model, makes this irrelevant. No pre-pur***** disclosure warned me of this condition.
  Claim: Training Offered in English (Response 5)
  Ricoma says *** training is in English, with Spanish upon request. The contract lists Live Virtual Training but doesnt specify English-only or request processes. A portal screenshot (attached) shows a single session on March 4, 2025, contradicting their weekly claimtraining wasnt reliably offered. After Spanish embroidery training, they never proactively provided Spanish *** trainingI wasnt told it was my burden to request it.
  Claim: No Spanish Training Request (Response 6)
  Ricoma claims no request was made, citing warranty (Page 10: failure to take training voids warranty). The contract never explains this requirement or how to request Spanish training. The screenshot proves training isnt weekly, and their failure to disclose or offer Spanish after my embroidery training voids their argumentnot my warranty. ** never have bought if informed.
  Claim: English Training Weekly (Response 7)
  Ricoma insists on weekly English sessions, but the screenshot shows only one date (March 4, 2025). This contradicts their claim and doesnt excuse failing to provide accessible training. The contract implies training is included, not a ***** for language access. A machine not as described shouldnt hinge on this.
  Claim: Logging Disclosed (Response 8)
  Ricoma says a pop-up and warranty (Page 10) disclose logging. The contract I signed mentions neither ********** collection nor its use to void warranties. No one explained this pre-pur*****Id have refused if they had.
  Claim: Consent via Internet (Response 9)
  Ricoma claims operator consent via pop-up suffices. I never consented to Ricoma accessing my machine via my Wi-Fishow the pop-up text and proof I agreed pre-pur*****. The contract omits this entirely; their logs are unauthorized without clear disclosure.
  Claim: Logging Disclosed in Warranty (Response 10)
  Ricoma insists its in the warranty and pop-up, but the contractmy agreementnever mentions it. Undisclosed data collection to void coverage may violate Floridas Deceptive Practices Act (F.S. *******). Id have rejected this bundle if warned.
  Claim: Parts Available for Order (Response 11)
  Ricoma says parts are orderable (2-week ETA), but a defective machine not as described shouldnt require me to wait or pay. The contract never disclosed this riskId have walked away if it had.
  Claim: Parts Suppliable (Response 12)
  Ricoma reiterates parts availability, but a no refund policy doesnt override delivering a functional product (Page 9). Their delay and cost-shifting breach their duty for a machine defective from the start.
  Additional Note: Nozzle Checks
  Ricoma flags 40 days without nozzle checks, but a machine defective from day oneunlike their showroom unitcant be maintained. The contract never mentions daily duties; ** have declined if it had.
  Resolution Demanded
  Ricomas refusal to refund, replace, or reinstate the warranty ignores their failure to deliver a product as described and disclose terms. The training screenshot disproves their weekly claim, underscoring inadequate support. I demand by March 24, 2025:
  A full refund for the *** Vision.
  Or a replacement with warranty reinstatement and proactive Spanish training.
  Without this, I escalate via bank dispute, BBB, ********** (for deceptive practices and unauthorized monitoring), and arbitration in **********, ** (Page 11). Ricomas solution (buying a part) is unacceptable for a defective machine, proven by its mismatch with their showroom model, sold under terms never explained or consented to in the contract.
  Sincerely,
  ******* ******
  Attachments:
  Training Portal Screenshot (March 4, 2025, session)
  
  

  Customer Answer

  Date: 03/19/2025

  Subject: Request to Reopen Complaint #******** Ricoma International Corp
  Dear ***** *.,
  I am requesting that BBB reopen my complaint against Ricoma International Corp (Complaint ID #********* so I may submit a response. Ricoma has failed to properly address the core issues of my dispute, and I remain unsatisfied with their response for the following reasons:
  Undisclosed Remote Monitoring & Warranty Enforcement
  Ricoma is using remote printer logs to void my warranty, yet they never disclosed this monitoring in the sales contract or before purchase.
  I have never consented to Ricoma accessing my machines data, and they have not provided proof that I accepted any pop-up disclaimer.
  Failure to Provide Spanish-Language Training
  Ricoma falsely claims that Spanish *** training was available upon request, but this was never disclosed in the sales contract or warranty.
  I was unable to complete required training because it was not made accessible to me, which is unfair and deceptive warranty enforcement.
  Misrepresentation of the Free *** Printer
  Ricoma states that the *** printer was free, yet it came with strict warranty conditions, training requirements, and maintenance obligations.
  If it was truly free, Ricoma would not be enforcing contractual conditions on its use.
  Ricoma Sold a Product They Cannot Repair
  Ricoma admitted that the necessary print head is out of stock, meaning they cannot provide the essential parts needed for repairs.
  Selling a machine without guaranteeing the availability of key components makes it unfit for its intended use, violating consumer protection laws.
  Given these unresolved issues, I request that my complaint be reopened so I can submit a formal response to Ricomas claims.
  Please confirm when the complaint has been reopened, and I will submit my response accordingly.
  Sincerely,
  Maralie

• Initial Complaint

  Date:02/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In July of 2023, my company purchased a Direct to Film Printer from Ricoma International Corporation for approximately $30,000.00. After a year of dealing with a malfunctioned machine and numerous emails sent to Ricoma, and losses to my company, Ricoma finally replaced the defected product with a newer model. However, after about a month, the second machine also malfunctioned and it has been over half a year that the machine has been down. Ricoma since that time has barely answered my emails and sent over a few parts to "resolve" the issue but to no avail. To add insult to injury, Ricoma had not responded to my emails for the past two months, only so that today, after I sent a letter of demand to return to the machine for a full refund almost two weeks ago, they emailed me putting the blame on me. I believe that Ricoma has not regarded me as a customer and has treated me poorly to the point that we demand a refund. We had been patient and gave Ricoma due time to right this situation but they have failed and disregarded me and my business as customers. I have dozens of emails timestamped to show the negligence Ricoma has shown me.

  

  Business Response

  Date: 03/03/2025

  Dear *******,

  I sincerely apologize for the issues youve experienced with your DTF. Our goal is to resolve this as quickly as possible, as this is not the experience we want our customers to have.
  While we are unable to issue a return or refund due to the sales contract stating all sales are final, we are committed to honoring the 1 ************ Warranty and finding a solution. A new technician has been assigned to your case and has already reached out to you. He will be working closely with you to diagnose and resolve the issue.
  You currently have a scheduled video call on March 4, 2025, at 6:30 PM EST to address this matter.

  Please let us know if you have any questions in the meantime. We appreciate your patience and look forward to assisting you.

  Customer Answer

  Date: 03/17/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am currently in communication with Ricoma to resolve the issues I have been experiencing throughout these past six months.

  I am right now waiting for a part to be delivered to me from Ricoma to test and see if the part in question is the solution to the problem. For context, over these months, I was sent several parts as a means to find the problem with the machine but after that, Ricoma did not respond to me for nearly two months and I had sent emails repeatedly before reaching out to BBB during this time.

  
  

  As I mentioned in our conversation, I am thankful that Ricoma has finally begun to help me resolve this situation but I am less than impressed with the time it took to get to this point.

  Over six months have passed since I had informed Ricoma of my situation and I have lost many clients and work because of the slow response times from Ricoma. My hope is that Ricoma will do the right thing for customer satisfaction and provide some sort of compensation. It has been a frustrating experience as a customer and I would hope that ********************** would want to restore my confidence in them as a customer.

  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair 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 3 pieces of equipment from Ricoma in December of 2023. One piece of equipment works perfectly. The printer they sold me works nothing like they explained it would and doesnt work at all the majority of the time. The heat press I received was damaged and I immediately complained to my account manager. After over a year I was finally assisted with the issue on the heat press. They replaced it. However they sent me a used and broken heat press to replace the one I already had that was damaged. I can now no longer get a hold of anyone to assist me. I have sent multiple emails and multiple phones calls.

  

  Business Response

  Date: 02/07/2025

  Dear ******,
  
  I'm sorry to hear about the issue you experienced.
  
  Your order was delivered in December 2023, and the first ticket we received under the email ********************* regarding heat press damage was on 12/27/2024.
  
  Our helpdesk technician, Ismian, has been assisting you with the *** replacement process. We see that the damaged heat press was dropped off today at your local ****** and we will be shipping out the replacement soon.
  
  Regarding the RP-200, could you please provide details on the issues you're experiencing? We need to diagnose the problem to troubleshoot effectively and find a resolution.
  
  Please let us know once you're ready, and well be happy to assist you further.
  
  Best regards,

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22854595
  
  I am rejecting this response because:
  The company had me send back one damaged product which was sent to me to replace the originally damaged product and has not done anything to correct the issue. They also expect me to spend more money for supplies for the other defective product. I requested multiple times to speak to a supervisor and get told I will get a call back and that has yet to happen.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 03/03/2025

  Dear ******,

  I apologize for the issue you experienced. The damage to the control panel may have occurred during transit. Nonetheless, we have been actively working on a replacement for you.
  I personally conducted a quality control check on the replacement heat press before it was shipped. I have sent you the tracking information via email, but for your convenience, here it is: 285855469511.
  Once delivered, please open and inspect the product to ensure it arrived in good condition. If you encounter any issues, please let us know.

  Thank you for your patience.