ComplaintsforRicoma International Corp

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased $38,000 worth of printing equipment. A MT dual head embroidery machine, a Vision DTG machine, *********** and a luminarias White Toner printer. The equipment showed up 3 weeks ago damaged and missing pieces. To date I still have not received the replacement parts for the damaged equipment, or the missing ink cartridges. When I call into the support center I never receive any help. I now am being told I need to wait over a week for my missing toner cartridge and I have to pay for it even though I already did pay for it in the $38,000 bill for the first order. My experience with your company has been so poor I recently spent $8,000 on two pre treatment machine with another manufacture because I refuse to use this company. It is absolutely ridiculous that I have to make over 6 repairs to a brand new piece of equipment that I spent $15,000 on. I decided to spend more money for your company and I have regretted it every day. This situation deserves better service then what I have received so far.

  

  Business response

  08/27/2024

  We can understand the customer's frustration, the machine did suffer some cosmetic damages during transit. All the damages are a matter of a couple acres being replaced. new parts are being sent to the customer. pictures have been added for reference. 

  

  Business response

  08/27/2024

  We can understand the customer's frustration, the machine did suffer some cosmetic damages during transit. All the damages are a matter of a couple acres being replaced. new parts are being sent to the customer. pictures have been added for reference. 

  

  Business response

  08/28/2024

  We can understand the customer's frustration, the machine did suffer some cosmetic damages during transit. All the damages are a matter of a couple acres being replaced. new parts are being sent to the customer. pictures have been added for reference.
  

  Customer response

  08/28/2024

   
  Complaint: 22204164
  
  I am rejecting this response because: I don't feel anyone should partner with a company that does not back up their products and take care of their customers. Beware of the picture they paint during the sales pitch. It is not the reality on the otherside. 
  
  Sincerely,
  
  *******************************

  

  Business response

  08/28/2024

  the replacement parts for the cosmetic damage have been sent out. the tracking ID for the order is: 778240988465. SO91453 was used to fulfill. thanks 

  

  Business response

  08/28/2024

  the replacement parts for the cosmetic damage have been sent out. the tracking ID for the order is: 778240988465. SO91453 was used to fulfill. thanks
  

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried several times to get my equipment working and all I get told by ***** is that I either need to buy something else or that someone will contact me via email. I have over 15k dollars worth of useless equipment and it is costing me and my business money every day it sits. I even requested management to call me and although Im assured they will call no one does. If they arent willing to refund my money and pick up their equipment I will file a lawsuit against them. I have spoke. With an attorney who has advised I give them this last chance before g filing a lawsuit.

  

  Business response

  08/14/2024

  The ticket arrived in our system, Monday 08/12 at 1711. Troubleshooting has been since with our help desk. Nonetheless, I've asked one of our seasoned technicians to place a ********* call to resolve or answer any questions. Based on the information found on the ticket, this should be an easy problem to resolved. thank you 

  

  Business response

  08/14/2024

  The original ticket was for an embroidery machine, but the customer was having problems with a heat press. After communicating with the customer we were able to come up with a resolution. The machine will be exchanged to ensure satisfaction. The customer agreed to drop off the old machine off at our CA location and exchange it for a new one. thanks 

  Customer response

  08/29/2024

   
  Complaint: 22141112
  
  I am rejecting this response because:

   

  They have never said they were exchanging anything and my hat press was the original issues and I now am having issues with my hat press and embroidery machine. They were supposed to send me a part for the hat press and that has yet to happen. They dont even know which person they are responding to on their response. Why would I take something to exchange in ** when I live in *******. They are completely incompetent and have not a clue as to what they are doing. Absolutely the worst company ever, Im guessing someone is happy to get their machine replaced, I just hope they actually told that person this. SMH 
  
  Sincerely,
  
  ***** *******

  

  Business response

  08/30/2024

  the customer is correct about the first message sent 08/14, that message was sent in error, that is why the second messages sent. an internal note was made for that first message. adding attachment here. Based on next message the customer received a call from our technician and assisted the customer. adding images for support. if the customer is still experiencing problems we'll be happy to assist. thanks 

  

  Business response

  09/23/2024

  Friday the customer and one of our tier 1 technicians have scheduled a video call for Monday 09/23 to resolve the problem at hand. Based on the outcome of the call, further steps will be taken to rectify the issue the customer is experiencing. thanks 

• Initial Complaint

  08/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Approximately four months ago, I purchased this printer with the intention of integrating it into my business operations. However, my experience with both the product and the companys customer service has been deeply disappointing and has caused significant harm to my business.For the first month, I focused on dialing in the machine to ensure it would be capable of producing the high-quality products that Ricoma claims it can deliver. The initial setup phase was acceptable until the printer required more ink. I purchased additional ink from Ricoma, but what I received was expired. I immediately contacted the company, and they assured me that using the expired ink would not be an issue. Trusting their guidance, I used the ink, but the printer's performance was far from satisfactoryit never functioned as advertised. Upon contacting Ricomas support team, I was instructed to perform routine tests, which I had already been doing weekly. This time, however, a nozzle was clogged. The technician provided some troubleshooting steps and advised me to keep the print head wet-capped over the weekend. Unfortunately, I was not familiar with this procedure, and when I attempted it, the wet cap on the print head would crash into the side of the printer after just 30 minutes. I reached out to Ricoma immediately, but no one returned my calls for nearly two weeks, as they were in training. During this period, I called daily, but my efforts to obtain assistance were in vain. I was later informed that the delay in support exacerbated the issue because I was not instructed on how to properly wet-cap the printer for extended periods.Since then, I have been in contact with a supposedly advanced technician, but his support has been inconsistent and unhelpful. He seems either overwhelmed with fixing other machines or uninterested in assisting a small business like mine. As a result, my printer has been non-operational for the past three months.

  

  Business response

  08/19/2024

  Parts have been order to attempt to rectify the problem with the machine. Communication is consistent with the customer. Some of the delays are due to the parts being shipped from overseas. 

  Customer response

  08/20/2024

   
  Complaint: 22090948
  
  I am rejecting this response because: thats not true!   ************ has NOT been in consistent contact!    This should have been on order long before now!     There is no way I or any small business should have to wait 4 months to use a new machine that went down a month after purchase!   Absolutely, unacceptable.    I was told the item would be shipped last week Monday if I hurry and pay 234$, which I did.    Still today 9 days later, not shipped.    I will never use RICOMA unless I absolutely have too!   
  
  Sincerely,
  
  Dynamic **************

  

  Business response

  08/20/2024

  The Carriage unit has been shipped to the customer, under *******, the tracking ID is: ************. Adding machine logs displaying unity levels of the machine. humidity, is a significant factor that plays a role in the health and performance of the machine. Continuous low levels of humidity will result in damage to the print heads and other machine components as covered during the training. Once parts arrive at the customers location further troubleshooting can be preformed to rectify the situation and get the machine back in working condition. thanks 

  Customer response

  08/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is kind of a cover up.   The item today got picked up this morning, but has not shipped.   It took over 4 months to get a part shipped.    We have other machines that need humidity at the same level and we have yet to have an issue.   I find Ricoma to be a subpar company and will never recommend them or purchase anything, unless I have to, again.   Horrible experience!    
  
  Sincerely,
  
  Dynamic **************

  

  Business response

  08/21/2024

  The tracking ID is being tracked daily. Once delivered an appointment will be scheduled for the customer for the new parts to be installed in order to resolve the problem. thanks 

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a luminaris 200 about a year and a half ago. However, about 4 months ago I started having problems with my system due to misprinting.Customer service ************************* told me the I had to order new ink bc the ink had went bad. He recommended buying the Magenta, Cyan and White (*****). My ink was about 60 days old and **** said they can go back and Ricoma only guarantees them for the first 30 days. So I did what was instructed. My printer seemed to be working better, for about 10 prints then it started making grinding noises and misprinting again. I have to frequently change out the White for black (according to ****) to stop the grinding noise. After about 2 weeks, Ricoma finally agreed to send me some ink saying this one went bad also. :(. Which sounds fishy by itself. Now by this point my printer has been down at least a couple months, im misprinting and losing money left and right. I reached back out to **** once the ink arrived as it is still misprinting and mirroring on the print. My biggest complaint is that **** has been very brief with me and it takes him days normally to respond. I am running a small business on the side as I am also an educator and single mom trying to make ends meet. I've taken the redone training to ensure my settings were correct and was informed by the trainer once I showed him my print that I needed to trouble shoot again. At this point my machine has been down about 4 months, I'm not making any money instead it is just a money pit. I have the extended warranty so I don't understand why they won't either send a technician or replace it bc **** is now suggesting moving me to Tier 2 to troubleshoot. Why am I just getting to Tier 2. I have also asked to speak to a manager SEVERAL times with no results. This is HORRIBLE customer service..in that the most insensitive I've ever encountered to have spent ***** dollars with a company for a machine.

  

  Business response

  07/24/2024

  Our service team has been working closely with the customer. the machine is back to working condition; however the customer is not satisfied with the quality of the print. Although the customer is out of warranty, we provided the customer the option of mailing in his machine for a closer look, if any parts are required to be changed, we will cover those parts. The customer would only be responsible for the shipping cost. The customer refused to send in the machine. We are awaiting a response. thanks 

  Customer response

  07/25/2024

   
  Complaint: 21965102
  
  I am rejecting this response because: the company is being dishonest.The machine is not back in working condition and has not been for months. They are only concerned with me removing the complaint despite being given the run around for months regarding my machine while it was still in warranty. As I informed Ricoma on 7/24/24, I am a small business owner, a teacher and a single mom of three. My machine has not generated income in months despite the fact that I am still making payments on the machine. Ricoma is also not taking into consideration that I purchased ink on their word that my ink has just went bad that cost me another 1000 dollars a couple months ago before they then sent more because that didnt fix the issue. I had to put that 1000 for ink on flex pay. Ricoma didn't offer to give me that back or anything and now they are saying I need to pay another 300 plus dollars to ship the machine that I do not have. I am an educator. I make 50K a year and I am raising three children with no help off that income. This business was suppose to be helping me take care of my children. Instead it is a liability which is totally unfair. There has to be more options. If my machine had been working and my business had been generating income then I could send the machine back. I did not refuse to send it back I simply said I DO NOT HAVE THE MONEY to do so. It is back to school time, inflation is at an all time high. Im literally trying to stay afloat and Ricoma is a corporation. I know there are other options to assist me with this matter. I am disappointed with their lack of concern bc this machine has turned into a money pit.  They are basically like whenever you find the money to ship it let us know despite the fact that without my business income that could take months. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/12/2024

  We reached out to the customer present the options, the customer is stating that she cannot afford to ship the machine to us for repair. We are offering to provide a prepaid label for the customer to send the machine in for device review. After calling the customer, she immediately hung up on us, we called again and the call went directly to voicemail, the voicemail is full and we are not able to leave a message. The customer has been resistant to the options presented. If the customer is willing to work with us, we will bring the machine back to headquarters for evaluation and ensure that it is working properly. The customer is out of warranty, but we will pay for the shipping in an effort to rectify the situation, we only need some communication from the customer. thanks 

• Initial Complaint

  06/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchase a 10 needle Embroidery machine, The unit does not work properly, He called tech support and waited for everyone to get a callback, you have to call them, the last time they said it was the sensor part that they sent and we had to install it the part did not fix the problem, I ask for tech to come out to correct the problem or get a replacement machine, they are refuse to work with me they keep coming with excuses about a tech or a replacement

  

  Business response

  07/02/2024

  Dear Customer,

  It looks like we are scheduling a tech to your location to work on your machine. My understanding is that your wife is not available on July 8th and she's available from the 10th to the 16th.

  Our team is working on scheduling a tech during those dates, as soon as this is schedule we'll get back to you with the dates.

  Thank you!

  Customer response

  07/02/2024

   
  Complaint: 21889915
  
  the company had made many promise that they never kept.   I had made 10 calls to the company over the past couple weeks.  All I got was excuse and a runaround.  I still want the compliant against company because I do not believe they will fix the items.   I had one person that never called back when there were three different people that made a promise that **** would call me. When I talk to the tech support they would argue with me. The only way to get a response was by filing with the BBB. and file dispute with the credit card company.   even if they fix the problem they need to improve the way the deal with customer.   

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

  

  Business response

  07/03/2024

  Communication was establish with the customer, he has agreed to allow us to perform a service call at him residence. This will be taking place 07/10. We will follow up once more 24 hours prior to the appointment date in case anything changes from the customer's end. thank you 

  Customer response

  07/08/2024

   
  Complaint: 21889915
  
  I am rejecting this response because:

  They say they will fix it but I do not trust them or believe anything they say.   for the last year  this company have lied and made excuse ,the machine is a piece of c*** I am sure it will break again.   Because of all the problems and fact my wife lost a client because of a broken equipment.   the only way I will accept  anything if they just replace the unit with a new one 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Cannot get access to a tech - finally asked for supervisor. Very Rude. REFUSED to let me speak unless I was on video. He claimed a tech tried to call & left a message. Nope. My voicemail says that my mailbox is full. No record in our cell logs. Initial contact I said I cannot do video. No cell service, but rather than work with me, I was flat out not allowed to speak. I did get a lecture on how Ricoma does things their way because "it's better" then was told I should feel free to hire a technician "But we're not paying for it". He gave me #'s. Desperate, I called *********************. I was told he was very good. He came out, put head 2 on, said that I couldn't have done the repair myself, hung around while I re-threaded needles, then billed me $1685, stole the hotel room key (that got charged to me!) adding $90. He confided that he had been trying to attach head 2 with the wrong screws - for hours. He also mentioned he couldn't reach his wife for several hours to tell her he'd gotten to town. Apparently, cell service is bad. I've asked for a manual on this machine several times. A year ago was told there wasn't one Head 2 needle misses the bobbin by an inch now that it has been reattached. Can't use it. Your technician dismantled the machine. Ricoma should FIX it and either Pay ***** or tell him he didn't fix the issue so the $400 I gave him (plus the $90 for his hotel key) is it! I should be refunded since I was forced to hire this tech. Head 1 and Head 2. The thread tension hook sticks down. Tech didn't fix this issue.Cannot embroider with metallic thread. 4 stitches then it breaks. ***** informs me that it "ain't gonna happen". All Ricoma says is **************** Other companies use metallic thread. THIS IS A HUGE ISSUE I HAVE ORDERS!Tension Hook sticks = alarm Head 2 take up lever 17 runs & needle 16 smacks a inch right of the bobbin hole The switch is down!needle shouldn't move!MY MACHINE IS WORSE THAN BEFORE I CALLED TECH SUPPORT!!

  

  Business response

  06/21/2024

  Hi ******,

  On June 14th, 2024 we tried calling you to see how we can assist you. We asked you to call us back and ask for **** or Enmanuel so we can take care of your issues. We have not heard from you since we sent the message until today 06/21/2024 We called the phone number on file **********. We saw your email today where you mention you started another job and not able to spend hours on the phone and nowhere near the machine. We will call your co-owner ****** to make sure we take care of the machine's issues. 

  Customer response

  06/24/2024

   
  Complaint: 21815459
  
  I am rejecting this response because:
  Complaint: 21815459
  

  I am rejecting this response because the machine is still not fixed and I have lost tens of thousands of dollars worth of work. Now, after asking several times, Ricoma finally told me what number they were calling.  I can say that a message was never left.  I was told they didn't want to help me because I was unable to video chat with them so "feel free to hire a technician" "but they weren't paying for it".   I hired one of their recommended techs.  He messed the machine up worse that it was and billed me $1800 for one day.  I partially paid him, but don't feel I should pay him anything else. He is now calling me wanting to "talk me through" fixing the machine, so I will pay him the remaining $1500 of the $1800 he billed me to mess up my machine worse than my original issue. All of this has been unacceptable.  I feel Ricoma has treated me unprofessionally since the first call.  A technician should have been sent out at the beginning, but the tech service department refused to even let me ask a single question.  They would have known from a simple conversation, but refused to let me even describe the issue since I am in an area that has terrible cell service and was unable to do a video call.  They sold me the machine with 100% technical service and support - which they have refused to supply.  The technician I was forced to hire was of their recommendation. One of 3 in ****** or ***********  I don't believe I should have had to pay for him in the first place.  I don't believe random calls when I am not expecting a call during shop hours (without prior notification) is the best way to contact a business owner who has customers coming and going.  I can either close the shop or have someone else cover for me if I have a heads up and am expected to spend  hours re-fixing all issues.  The BBB, while much appreciated and the only time Ricoma has responded to my emails, is painfully slow and I have had to turn away multiple orders in the last few months.  This has crippled my business.
  
  Sincerely,
  
  ***************************

  

  Business response

  07/02/2024

  Hi ******,

  As you requested, we reached out to your co-owner ****** and we were able to troubleshoot and figure out what the issue was with the machine. This problem is caused by the reciprocator position. We sent you a video instruction on how to move the reciprocator back to its position and ****** mentioned yesterday that this will be done yesterday 07/01 

  Instructions *******************************************

  Please let us know if this fixed the issue, we will also continue to work with ****** through our ticket system

   

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service is horrible. I have purchased the em1010 September 2023 and is unable to receive help. My machine has been down for over a month with no solution in site. On march 20th I contacted Ricoma to let them know my issues. *** spoke to a rep who was rude over the phone whom also wouldn't even tell me his name when I asked for it. A few days later I was able to speak to another rep, who was also unable to assist me. Eventually ricoma sends an email to schedule a video call. I set. up two different appointments so I can be assisted since I've been waiting for over a week at this point. They canceled both of my appointments. So I had to book a 3rd appointment. After finally having the video call with the rep they suggest that I need to replace the blades and that I would have to order them. He created a link for me to place the order. The rep then called my phone and told me to make the payment which was completed on April 8th. He told me it will be 2 days shipping for the order to be delivered and we will set up a video call to ensure the blades are put on correctly. 10 days go by and nothing. I check my email to see that my ticket has been closed and my problem is still not solved. I check my email and I see the rep wanted me to email him a copy of my recite and he wanted to know what I order when he was the one who placed the order for me displaying he don't take proper notes. He never processed my order.Ricoma sent over the blades after. 5/15 I have an additional issue with the machine. Called the customer service to be told all the reps are busy. And i will be contacted tomorrow on 5/16. 5/15 i got a email at 8pm. I reply following morning. 5/16 I got an email at 10pm after the after hours of the business. I emailed my rep twice. Just to find out my assigned rep is not available until Sunday. I asked to schedule a call in my initial request on Wednesday. It shouldnt take more than 5 days to get help. When u advertise service 7 days a week

  

  Business response

  05/30/2024

  Dear ******,
  
  I apologize for any inconvenience you may have experienced with Ricoma.

  Your feedback is very valuable to us, and I will ensure that any issues you encounter are addressed promptly and thoroughly.

  Regarding your recent issue, it appears that it was resolved on 05/29/2024. If you require any further assistance, please reply to this ticket, and we will be glad to assist you.

  Regards,

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

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Faulty ************** will not resolve the issue. I have filed two claims .

  

  Business response

  05/09/2024

  We received *************************** first complaint on 04/24/2024. Last time we had interaction with customer was on 12/2023

  We called customer the same day we received the complaint and scheduled a call to go over her issues on 04/25/2024. On 04/25, we tried contacting the customer and she was not available and we had to re-schedule for 05/01/24. We called customer on 05/01 and she re-scheduled for 05/09 at 5pm est. 

  Today is 05/09/24 3pm est. We are going to call customer at the scheduled time and hopefully we can assist her with the issues that she's having. we will continue to reach her until her issue is solved

  Thanks

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a TC1501 embroidery machine on 06-19-23. It arrived 7-18-23 I paid $13,639.00. The sales rep assured me this was a commercial machine, that I could do embroidery flats and caps and build a business. The tracking # **********. From the beginning this machine has not sewn as promised. I have had one problem/issue after another. It has been a 10-month nightmare. They have used digitizing and other user errors to excuse the problems/issues. 4 different technicians were sent, and the problems were not solved. They agreed on 3-14 to let them send their best tech and if he could not fix the machine they would send me a new Swift machine. The motherboard and control panel were changed and did not fix it. When it wasnt fixed by tech on 3-16they changed and said they had to try more steps to resolve the issues before replacing. They shipped used machine on 4-8 with ********* stitches and promised white glove service. They would not give a full warranty on replacement. Their white glove service was an unidentified moving company without employee IDs. This is a safety risk. I have spent money and time repeatedly testing designs, tension, and numerous ruined garments trying to get this machine to work. They use digitizing as the reason for issues, but I use long term professional digitizers. The designs stitch correctly on numerous machines, but not the Ricoma. The recurring mechanical issues make it virtually impossible to stitch out repetitive designs on flats or hats. This machine does not come close to comparison to embroidery machines on the market. I feel they used deceitful advertising and sales pitch during the transaction and ship defective machines. This entire process has caused me emotional and psychological distress because of this companys deceitful practices and lies.

  

  Business response

  04/24/2024

  We have read your BBB Complaint and would like to respond to your complaint with the understanding that we care greatly about our customers and their Success on the Equipment and them being able to utilize the equipment, as we stand behind the full capabilities of the equipment.
  As always, our goal is to assist our customer's in resolving any issues they have run into on their equipment and we will feel that we have made every attempt to date to assist the customer and will continue to support the customer. We are Attempting to work towards  a resolution that works both for the customer and the company.
  We understand  the customers frustration, and we will continue to work through any issues  the customer presents us with and are willing to work to a resolution on any  issues presented to us that is amiable for both the customer and us.

  Customer response

  04/25/2024

   
  Complaint: 21590497
  
  I am rejecting this response because at the end of the day, I have provided enough proof to show the machines have continuously NOT been functional. I have worked with Ricoma all I can. After 4 tech visits (with their best techs) and hours upon hours with phone/video calls with tech support, it is still NOT producing quality embroidery. I feel after 9 months that this company should have resolved this. The staff have been less than honest with me, telling me one thing on the phone and then emailing a different answer. They say if this does not work, we will do this, then an email will say we will look at the next steps. There is never a solution to the problem as promised on the phone.
  
  Sincerely,
  
  *********************

  

  Business response

  05/01/2024

  Hi *****,
  
  I looked at your ticket history and the pictures you have sent to bbb, my understanding is that your machine was replaced with our newer model with the new control system, and that solved the issue of the jump stitch. Now, you are having issues with tails, and looking at your pictures we are very certain that digitizing needs to be improved and that's not a machine's fault, its more of an user error. We would need to schedule a call to see exactly what's going on here, we want to make sure you have a machine that's working but we first need to determine what issue you are currently having. 
  
  Returning the machine for a refund is not an option. I can reassure you we can get your machine running correctly but you are going to have to let us work on this. 
  
  Please advise on your next steps so I can schedule a tech

  Customer response

  05/02/2024

   
  Complaint: 21590497
  
  I am rejecting this response because:
  First of all, the answers from Ricoma are a joke, it is a pre-planned blanket response that Ricoma will fix the problem and make the customer happy as is used with every complaint on the BBB.  They do not care about their customers; they avoid you when they cannot fix the problem or ban you and cannot answer a phone call so they can face their lies.  If they cared, they would address the problems without it taking 8 months to finally admit it has a problem such as my case. They stated they had to send it to ***** to find out why and get a fix for it.  Then they told me the fix would not work.  Ricoma has taken my hard-earned money for a purchase that is not usable. They say they will work to resolve the problems with increased hours on video calls that do not solve the issue, this is not a solution for me.  You should not have to call support every time you try to stitch a design.
   *************************** has done nothing but lie to me. I have recorded calls also that he stated he would give me a refund if the machine was not fixed on 4-19-24. This also did not happen. Now I am told they will not refund the defective machine. Ricoma is selling defective machines and replacing them with used machines, NOT new upgraded machines as stated, the replacement machine I was sent had almost 2 million stitches on it when it arrived, and you could clearly see it was used.  Both *************************** and ********************* stated the 10s screen would not work on the TC1501 machine and that is what was sent. Both machines were manufactured one month apart as seen by attached photos in 2022
  I have not been able to stitch out two items of the same design in a row without messing up the garments.
  All I have heard is digitizing and user error when it is clearly the machine other manufactured machines sew the same designs without any problems and in high stitch quality. If it were digitizing, it would not be doing it on every design put into the machine that have been digitized different reputable digitizers.
  The designs digitized by Hoopmade that you represent and give as a free trial will not stitch without the same problems. Your own Ricoma designs do not stitch without the problem and are poor in quality.
  4 techs have been sent and the machine still does not function as advertised at the end of their visit. One tech even admitted he thought it was a defective machine which is on recording as we tried to stitch out a design to send to tech services.
  This is the worst ever company to do business with!
  NUMEROUS PEOPLE on Ricomas ******** page are having the same problems, so it shows a continuous problem and history with your machines.
  This machine will also not stitch a normal width straight satin column during a tension test without slowing down to 390 spm when it was programmed at 800.  This is well below what is advertised as 1200 spm by Ricoma. It is impossible to run a profitable business when a machine runs 390spm and jumping side to side.
  At the end of the day, I am sitting here without a machine to stitch, a 360-pound paperweight while I am making payments.
  
  Sincerely,
  
  *********************

  

  Business response

  05/09/2024

  We have had the pleasure of assisting ***** through multiple service calls, during which she has consistently demonstrated patience and cooperation as we worked together to optimize machine parameters for optimal performance. During our most recent interaction on 05/09, we successfully addressed the concerns she had regarding embroidery designs, ensuring they are embroidered as they should which is our primary objective of our service.
  ***** also brought to our attention an issue regarding thread tails. This is something that can also be done via video calls. However, in our commitment to exceeding expectations, we are taking proactive measures to address this matter comprehensively by dispatching a technician to rectify the tailing issue, we will provide tailored guidance on digitizingbest practices to make sure we no longer incur with corrupted designs.
  We are currently arranging for a technician to visit *****'s site next week, and we assure her that we will diligently oversee the resolution process until complete satisfaction is achieved. Thank you!

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Ricoma embroidery machine MT 1501 on 2/28/24 for ********* and chroma software for 590 on 3/7. I received it on 3/11. The dimensions of machine were too large to fit safely down my basement steps into my craft room. Dimensions were never discussed with account executive of ********************** even though I informed her that it would be going downstairs in my craft room. Right now, machine is in the sunroom, where my grandchildren play which is not safe. This is an inconvenience for me and them. On 3/11 I informed Ricoma I wanted to return the machine for a refund. Ricoma emailed a "Machine Return Agreement" document for me to sign. The Agreement document has an NDA (Non-disparagement Agreement) clause. They are trying to silence me from speaking about my experience with their company. I refused to sign with that clause in it. They refuse to omit the clause. I filed complaints with FTC, The *********************** in ******** and ******* and with *************** I emailed Ricoma a letter stating I wanted to return the embroidery machine, and that I filed complaints with those agencies. The Ricoma Company responded, stating that I must withdraw the complaints in order for me to return the machine. Is that even legal? No NDA clause in original contract about returns. On Ricoma's website return policy it states (We take customer satisfaction seriously; A ****** return policy to ensure peace of mind, we will gladly accommodate your request for a return. Transparency and fairness, our return policy is designed with your BEST interests in mind) ALL A BUNCH OF LIES! I want to return the machine hassle free without an NDA clause. I'm frustrated, dissatisfied, and I don't trust them. On 4/10, their representative even questioned me if I damaged the machine even though I requested it to be inspected before leaving my home on 4//5. He said my request was ridiculous. Their recent resolution still wants me to remove complaints, sign NDA clause, 17% instead of 25% restocking fee.

  Customer response

  04/16/2024

  Never have I dealt with a company like Ricoma. This company cannot be trusted. This situation in truly stressing me out and I'm frustrated that it has taken this long trying to return the embroidery machine back to the company. Last week, on 4/12/24 I received a phone call from Ricoma Representative, around 2pm. He once again wanted me to sign the agreement with the *** clause and withdraw the complaints. He stated that a video inspection could be done prior to shipping the embroidery machine. I told him that I could not withdraw the complaint from the FTC. He stated that he wasn't worried about that agency. He wanted me to withdraw my complaint with the "Better Business Bureau." I told him that I would not sign the agreement with the *** clause attached to it. I need to protect my rights. He also reminded me that it was passed the 30 days of return, which I feel that they delayed on purpose. I was given the run around since I informed them on 3/11/24 that I wanted to return the embroidery machine. Although I made complaints to the **** the *********************** in ******** and *******, and Synchrony ******************** it wasn't until they received knowledge that I made a complaint with the Better Business Bureau, that they wanted to resolve this matter. Their resolution is to withdraw the complaint from the BBB, sign the return agreement with the *** clause, in order to return the embroidery machine. I also informed representative, that I didn't appreciate him questioning me if I damaged the machine. He informed me that all their phone calls are recorded and that they listen to previous conversations prior to speaking with the customer. He stated that it was a misunderstanding on his part once he listened to the recorded conversation. Before the conversation ended, he stated that he would give me until the end of April to give them an answer. I also received a phone call from the *** later that day. The *** called me to see how he could resolve this matter. The conversation did not go well. He accused me of taking apart the embroidery machine to get it down my basement to my craft room. I informed him that was a lie. I stated that the company wanted me to take the panel off which I refused. (the reason being, that I didn't want to remove anything and have the warranty voided and it still would not fit safely down the stairs) The *** was very unprofessional, his toned changed, he got loud, so I hung up. I didn't appreciate him talking to me like that. Today, 4/16/24 I received a phone call once again from the Ricoma Representative, which I should not have answered. He asked me, had I decided what I wanted to do. I told him that I wanted an apology from the ***. I have been very transparent with this company. I have provided them pictures that they asked for. From the first day that I received the embroidery machine which was on 3/11/24 I texted pictures to the Ricoma  Account Manager, of the crate, the machine and my staircase, to show her that I could not fit machine down my basement even when it was turned on its side to make the width smaller. The Representative is now trying to use those pictures against me in a negative way. I informed the Ricoma Representative to not call me again and to communicate with me through the BBB portal from now on. I do not trust this company and I regret purchasing from this company. All I want is to return the embroidery machine and for them to refund Synchrony bank. 

  

  Business response

  04/17/2024

  **** has been indecisive with either keeping the machine or returning. **** had mentioned of a return earlier and then mentioned that she is still wanting to take advantage of our virtual training and will set up her machine in the living room instead. She had then mentioned that her desired location is in the basement, so we asked what her measurements of the walls are as our machines fit through standard room doors and hallways and do not see it being a big hurdle for us to fit the machine at her desired location but **** did not provide these measurements and did not want us to assist and mentioned that it will not go down. We then offered her additional assistance, to bring her machine to her desired location, in which Ricoma will cover the cost of white glove service. She expressed she just wants to return and denied further assistance. The machine is not defective or damage, but continue to try to assist, given that **** has not taken training to use the product or learn it. We are waiting for ****'s next steps to continue the return.

  Customer response

  04/18/2024

   
  Complaint: 21562927
  
  I am rejecting this response because: I was hoping to resolve this matter amicably and in a timely matter, but Ricoma has resorted to unethical business practices based on previous documents that I have submitted to the BBB agency as proof. I have filed complaints with The ************************ FTC, ************** and the BBB agency about this company and my desire to return the embroidery machine since March. This is a clear indication that I want to move forward with returning the embroidery machine. Ricoma is preventing me from returning the machine. As stated in the previous document, Ricoma CEO, *************, stated in an email that " I HAVE TO WITHDRAW ALL MY COMPLAINTS AND SIGN THE MACHINE RETURN AGREEMENT DOCUMENT WITH THE *** CLAUSE IN ORDER FOR ME TO PROCEED WITH THE RETURN PROCESS." This email was sent to me on 3/18/24 which I have submitted to BBB. Ricoma is not willing to address that "Email," because it shows their company in a "NEGATIVE" light. I also would like for them to be transparent and provide all telephone conversations that is recorded between me and Ricoma representatives as well as their CEO, to the BBB. I want to sever all ties with Ricoma and return machine. Ricoma has demonstrated to me that they cannot be trusted. I even had to informed, Ricoma Representative, to not call me and to respond to the BBB portal when communicating with me. I refused to be harassed in any way. I cannot after this ordeal do business with a company, that resorts to unethical business practices. I will not be silenced as a consumer. I have "Rights". Everyone should be aware of what kind of company they are getting themselves involved with. 
  
  Sincerely,
  
  *********************

  

  Business response

  04/18/2024

  Although **** is mentioning that she wants to return we have made it clear that there are requirements for us before we pick-up the machine. We are awaiting on **** to send us pictures of the machine packaged to ensure that the machinery is set up for pick up, to have original packaging and to acknowledge the restocking fee that was on her purchase agreement. What **** has provided us, are pictures of the packaging destroyed and has not provided us evidence that the machine is ready for pick up. We have a process with any return and **** is not willing to follow or agree to the company process. Attached are the pictures of the damaged crating. 

  Customer response

  04/19/2024

   
  Complaint: 21562927
  
  I am rejecting this response because:  How am I to send you the pictures of the machine packaged to ensure that it is ready for pick-up when you never sent me the panels that your company promised me in an email dated 4/10/24. Nor have you sent me the *** number that I requested several times in order to send the embroidery machine back. I am willing to follow the process,minus the *** clause in the Machine Return Agreement, but it is your own company CEO that stated that " I MUST REMVE ALL COMPLAINTS IN ORDER TO SIGN THE MACHINE AGREEMENT RETURN with THE *** CLAUSE IN ORDER TO PROCESS THE RETURN" in an email dated 3/18/24. Attached are the emails to support my statements. 
  
  Sincerely,
  
  *********************

  

  Business response

  04/23/2024

  Thank you for your reply and would like to provide clarity on the next steps. Since the original crating is currently damaged and not usable. I have sent you an invoice for the replacement panels of the crate. The invoice is $463.92. Once this is paid, we can go ahead and send you the replacement panels. The *** is provided once the crating and the packing is confirmed for shipment back . Our next step is to confirm that invoice is paid for the replacement panels. We will await for ****'s next step on confirming payment method. 

  Customer response

  04/24/2024

  I have received your email with the invoice and have paid it. I sent an email to Ricoma Representative, ************************* asking for verification of how many panels that are being sent, along with the silver brackets to secure the panels together that ***************************** had agreed on which he has not responded. I also need Ricoma to send me copy of their packaging diagram to make sure that the machine is packaged correctly.

  Customer response

  04/24/2024

   
  Complaint: 21562927
  
  I am rejecting this response because: I do not want this case closed until I have received my refund for ************** from Ricoma. It's has taken over a month with Ricoma trying to prevent me from returning the embroidery machine. On 4/23/24 they just sent me the invoice for the panels which I have paid to be shipped to my house so that I can safely package and have it shipped back to their company. It was only when I made the complaint to the BBB that things seem to be moving in the right direction. I emphasize "Seem." Ricoma has shown to me that they cannot be trust, so I have my doubts, because this return process is not completed yet. Ricoma still have to send me the *** number for the machine to begin the return process, receive the embroidery machine, inspect it and issue me the refund. As I stated, before " I don't trust this company." Never have I gone to this great length with a company before just to return a product. All I did was refuse to sign the *** clause they presented to me which would prevent me from expressing my experience with their company. They wanted to silence me as a consumer. Right now, my expectations for Ricoma are that things continue to move in the right direction in the return process of the embroidery machine and a refund is issued to me for **************.
  
  Sincerely,
  
  *********************

  Customer response

  04/26/2024

  Today I received an email from Ricoma Sales Manager, *************************, at 1:03 pm which stated that he received the credit card form for the panels. The email stated to give him a call, which I did because I thought he was going to inform me about when the panels were being sent. ************************* stated that he did not process my credit because he did not see the return agreement signed. I informed ***** that I was never sent an update with the *** clause removed. Once again, they want me to sign the return agreement with the *** clause attached to it. He stated that he did not charge my credit card because I still have to sign the return agreement with the *** clause it. I informed ***** to please communicate through the BBB portal so that everything can be transparent.

  

  Business response

  04/26/2024

  We are moving forward with the return as **** has stated but we are pending a few documents in which **** has expressed will need revision. We are waiting confirmation if **** would like the documents to have those revisions updated. Once we receive confirmation, we would update the document, send it to **** to proceed with the return.  

  Customer response

  04/28/2024

   
  Complaint: 21562927
  
  I am rejecting this response because:  Although Ricoma is stating they are moving forward with the return. They have not sent me the panels that I had paid for. They have my credit card information but have not charged the card. I am also waiting on Ricoma to send me the revision of the return agreement which they have not done. They say they are moving forward with the return, but they are not being completely honest or transparent. 
  
  Sincerely,
  
  *********************

  Customer response

  05/08/2024

  On Monday, May 6, 2024 Ricoma finally sent me the Machine Return Agreement without the *** (Non-Disparagement Agreement) clause attached to it which I have signed. They have also processed my credit credit card for the shipment of the panels which I hope to receive soon. Finally everything is moving in the right direction. Once I receive the panels, I will take pictures prior to packaging the embroidery machine and after it is packaged to be shipped back to Ricoma. Once Ricoma receive the embroidery machine and inspect it, a refund will be issued to Synchrony Bank. 

   

   

*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. ↩