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:06/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,I am filing a formal complaint against Ricoma regarding my recent experience with their products and customer service. I want to bring attention to the numerous issues I have encountered and the lack of response from Ricoma.I contacted Ricoma multiple times to express my deep disappointment with the machine I received. Despite acknowledging personal issues faced by the representative, they assured me that once aware of the situation, they would handle it promptly. After a two-week wait, a technician was sent to inspect the machine. However, since then, I have not received any official communication or resolution from Ricoma.On December 12, 2022, I paid Ricoma $19,500 for a working testing demo model. However, I believe Ricoma committed fraud by knowingly selling me a broken machine instead of the functioning product they promised.I have attempted to resolve the problem by reaching out to Ricoma, but they consistently refuse to reply. It is evident that they are aware of my request for a refund, which likely explains their lack of response.Additionally, it seems that Ricoma has removed all history of my Ricoma dashboard information. Fortunately, I have retained copies of emails and text messages documenting the entire process.I strongly believe that Ricoma has engaged in deceptive practices, selling a broken machine and failing to address my concerns. This constitutes fraud and a breach of their commitment to provide a working testing demo model.I am seeking your prompt assistance in resolving this matter and ensuring that Ricoma addresses my concerns. I request a thorough investigation into these deceptive practices and appropriate action to hold Ricoma accountable for their actions.Thank you for your attention to this complaint. I trust that the BBB will take swift and effective action to rectify this situation and provide a fair resolution.

  

  Business Response

  Date: 06/09/2023

  Response to Complaint ******** - We have spoken with this customer and have come to a conclusion that he needs to utilize our Service department.  After explaining that we have a service department for this reason, the customer agreed that we need to utilize the appropriate departments to find a resolution to the issue at hand. We have ordered a cleaning jig for the customers machine and that will be sent with the technician to ensure the print heads are clean and he gains the printout he desires. Just like the automotive industry, we sell machinery and sometimes service issues arise. We came to an agreement and the customer will let our Service technicians come to his place of business and troubleshoot these issues. The issues with the machine, seem like minor problems with an ink line or sump tank leaking.  We believe after our visit to the customers location; everything will be resolved, and the customer will be content. We do not have a service trail on this machine and the last date of service was Feb 16th, so since this is a final sale item, we will do our absolute best to ensure the machine is fixed and the customer is happy with the outcome. 

  Customer Answer

  Date: 06/12/2023

   
  Complaint: 20140969
  
  I am rejecting this response because:

  This response is not accurate at all.  
  
  We spoke that is correct.  ***** wanted to send somebody to do another service on the equipment. I told him I dont want this problem or headache and they should get their equipment back and fix it the right way and then sell it to somebody else with it being serviceable from the start.
  After explaining that we have a service department for this reason, the customer agreed that we need to utilize the appropriate departments to find a resolution to the issue at hand. After telling me about the service department I explained how there was zero people in the service department that could tell me why the machine was in the condition it was in when it came. I also said now and before how they have no checks and balances with when things are done so they have no way to know who did what and why.
  When something is worked on there should be documentation to back up that something was done. Then there should be documentation to back up that there was an operational check on whatever they did so that you know it works like it is supposed to. 
  We have ordered a cleaning jig for the customers machine. Ordered when? It was supposed to be ordered months ago but I was told it was on backorder and not available at the time.  But there was no follow up so nobody knew or thought about checking up on me because the $19,500 was paid back in Dec of 22 so no need to make sure things are good. 
  The machine was supposed to come with the jig but did not because all the items that were sent were sent bit by bit not even as one package so no way to know what they sent and did not send because they have a broken process.
  technician to ensure the print heads are clean and he gains the printout he desires ***** did say he would send somebody out.  To be clear I told him he could send somebody out, but I was not changing my position on wanting a refund.  He told me that needed to try this last time to see if it fixed everything and if not, he would then do the refund.
  
  Just like the automotive industry, we sell machinery and sometimes service issues arise.  Not like the automotive industry.  I was clear this was not something that just came up because the machine had issues before sent.
  We came to an agreement and the customer will let our Service technicians come to his place of business and troubleshoot these issues. As said before, my words where you can go ahead and do your process to send but understand I still stand with my position.
  
  The issues with the machine seem like minor problems with an ink line or sump tank leaking.  There is no telling what the issue is because when the machine came in there were two screws inside that were just sitting there but nobody can say what those are for or what they went to.
  
  We believe after our visit to the customers location everything will be resolved, and the customer will be content.  The very first time I spoke with *****, I gave him a list of reasons why I lost faith in their companys ability to do a good job.   Truth is the machine has never worked right but I dont know the history of it because nobody can show me anything about it.
  
  We do not have a service trail on this machine and the last date of service was Feb 16th. There is a history of the machine,but I have yet to see a list.  ***** said that the machine was in the showroom and used often. That it did have a time away that was not a far travel, yet nothing was wrong with it.  I was very clear and told him then that should be alarming to him because when the machine was going to be sent it was not sent on time because of issues. But also, the fact that when it came it did not work because the power to the color print head was messed up. This was found out in the day I was to train on how to use it. That was from 08:30 to 5:00 day trying to trouble shoot and fix it. With me telling them I was ok to work on it with their guidance all because I just wanted the machine to work.  But the issue with the print head power was due to crossed wires and that was discovered with the help of the manufacturer.Then there was white ink in the bay when it came.  Well, that was because of crossed tube lines for the white. That was also discovered with the help of the manufacturer. So,the history started before it was sold. They have no record of what was done.   The item was sold as a good working demo model,and I was told they inspect it before shipping but that could not have been done because the wires and tubes would have been found before then.  
              *The white ink in the bay was also from the leaking it was doing before it was sent.
              What seems to happen is they could not figure it out, so they sent it anyway. But what
              I think what really happened is that it was sent because I had expressed it if it could not be.
              Here by a certain date to just cancel the order. I was told on the day it was to ship that something happened to a board and there was a small chip, so they were going to replace it.  But there was also before that claim of a board they were working an issue with the print and that it was from the white.No real further talk about that but the last thing on the board was said and I told them I would call back to give my answer on what I wanted to do.  When I called there was no answer, so I left a message. Never hearing anything back I contacted *****, and she told me she thought the machine was sent. I told her how when last I heard there was a part issue. Then later I got an email saying it was sent.   SO, I believe it was talked about that I wanted to cancel the order, and somebody made to call to just send it cause once I had it then they could work problems later.   All that I will be back by the emails and text messages for the whole time.
  
  So, since this is a final sale item, we will do our absolute best to ensure the machine is fixed and the customer is happy with the outcome.  The final sale item is fine, and places do it all the time. But you cant have a final sale on an item that is being sold not as what it was represented.  Demo but its a refurb.  Working but it not working. It will be inspected but was never inspected.
  
  I reject the complaint reply because it was not accurate. I reject anything other than a full refund because dealing with the company in the way that it does business is not good.  Again, not looking for anything long and drawn out I am however wanting to hear the money will be deposited today and then Ricoma can go on to do business the way it feels best works for them and I can go do business with other companies that do fair and good business.   Not because I have a minority or disable vet status but just because I am normal guy trying to have good business relationships with others doing the same.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/15/2023

  In response to Complaint ID: ********
  We have spoken to the customer and addressed his concerns. We have agreed, that due to the minimal service trail, we will be ordering necessary parts for the visit and will be going on that call next week.  We are in a holding pattern, since the ordered parts are coming from ***** and do not want to schedule our Service call till after we receive the parts and the customer is aware. We are doing everything in our power to service the customer and make sure he has a machine that is fully functional.  At this time, there is a leak from a line or the sump tank, which are easy issues to resolve.  We are sending our best Service tech to the customers location and are absorbing the total cost, including travel, parts and labor.  We are being diligent to ensure the best experience due to the circumstances and the customer agreed to the next steps in the process.  We have a ****************** for these situations, since we are dealing with machinery and machinery can sometimes go down.  Once we get to the customers location, clean the print heads with the parts on order, the printout issue should be resolved, and the ink lines will be fixed to remedy the leak. We have agreed upon the next steps with the customer and are confident to reach a desired resolution. 

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20140969
  
  I am rejecting this response because:

   

  I have responded to the company directly. The first response to what the complaint was made it sound like the issues was as simple a problems with the machine because its a machine and that is what can happen.  What is very clear is that the machine was sent broken. Not because of shipping or anything else but because it was never working. There is not proof that it was ever working because to prove that it was working would mean having to explain how did it break and when. Then explain how it was sent in the condition that it was in knowing full well it was not working. That is not how you do business. There is no company that can proudly stand by their service sending out equipment that does not work. Even more so when that machine cost $19,500. 

  The other parts to the whole problem has been the handling.  If you review all the email and text I have you will see so many times I ask for the problems from the beginning about the delays and what was going on to be passed on to somebody to oversee.  My emails will show that no response to my emails. It had always been me reaching out. The company was more than happy to send me a invoice which it was paid right away but then after getting help and responses was a struggle.   I plan to give a complete time line and break down to how many unanswered question and how many times I had given this company a chance to change or fix things but it did not happen.  If you look at my prior emails my big concern about a Demo model was how well it could work. Being assured that it would be a like new items in terms of how it performed and the fact that the company "inspects" ALL machines before shipping but some how in my cause not only was that not done to the point they held it to make sure it was working. In my case it was known about all the problems and sent anyway.  I am sure there is laws against such a thing but I sent an email to them and I used the work fraud because it fits the very definition of.   Then the fact there is no accountability for any of these things leads me to believe I am for sure not the only one to have had these issues.  

  A final sale item does not mean sale in any condition and the customer is now stuck with it. This is not a case of buyers remorse  because this whole time all I wanted was what I paid for. But what I paid for was not a broke machine or machine that has some many things wrong but no documentation to cover anything.  And in case all of a sudden something is produced then you can also see I have asked and seated many times about what the history was before it came and yet nothing ever presented.  I have emailed and CC'd  the ** thinking that would make things get handled and have somebody make sure this is settled in a timely manner without any delays but yet my money is being held under false advertising and deceptive practices'.  I am hoping this is the last time that I have to send anything without a 100% resolution. 

   

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

• Initial Complaint

  Date:05/31/2023

  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 a white toner printer and heat press from Ricoma a few months ago. Since then it has been a terrible experience to say the least. The images would not press properly onto my garments and then when I would reach out for technical support, I would not get a satisfactory response. There was one point I secluded a virtual appointment to meet with someone named ****** in regards to my issues and this person never came to the virtual appointment but had the nerve to send me a 'thank you' email for attending the meeting.I am passionate about putting my designs on shirts and Ricoma completely took advantage of me. Whoever reads this DO NOT PURCHASE ANYTHING FROM RICOMA....

  

  Business Response

  Date: 06/09/2023

  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 our 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 currently working with the customer to provide an Amiable Solution for the customer that works  amicably for both parties. We ultimately do need the customer to respond to us, so we can further assist in a resolution to their problem.
  We understand  the customers frustration, and will continue to work through the issue with the customer and get them to a resolution on the issues presented to us that is amiable for both the customer and us.

• Initial Complaint

  Date:05/19/2023

  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.

  Purchased a Ricoh **** DTG Printer.Cost of the machine is $20,000.Purchased the printer through Ricoma. Printer was purchased 02/21/2022.My issue is that starting in October 2022, the printer began to malfunction. Some of the issues were that the ink would get clogged inside. I contacted Ricoma customer service and tried several of their solutions (i.e. bought printer cartridges totaling $500) yet the printer was not working correctly. The next issue that Ricoma told me was that the printer head needed to be replaced and that it would be done so under warranty. I have several emails going back and forth with ************************* and ********************************* from Ricoma where he asked for specific pictures from my printer which I sent over to him. The exchange lasted between October through January 2023, due to the fact I would not receive any responses, so I had to continually contact them for an update. I did have a call with ******* where he mentioned that the issue was most likely the printer head and it would be covered as long as I sent the necessary pictures which he required for the report. He also emailed me 2/21/2023 apologizing for the delay in response and mentioned the issue was with the printer head and that he had made a mistake in not asking for some logs from the printer when I sent all the information months before. He admitted he would get a new printer head approved and sent out to my address. Shortly after in March 24th 2023 he emailed me saying I had to contact Ricoh for the part.When contacting Ricoh (the manufacturer) they told me that the manufacturer warranty had expired as of 2022. They then advised me to go back to Ricoma since I had boughten the printer through them. I keep getting the run around with no solution.Neither Ricoh nor Ricoma has assisted me in resolving the issue, and I have a business that is losing money as I am not able to utilize the machine.Ticket # ********** (Ricoh)This issue started on 10/07/2022.

  

  Business Response

  Date: 05/31/2023

  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 have continued to work through the issue with the customer and are work to a resolution on the issues presented to us that is amiable for both the customer and us.

  Customer Answer

  Date: 06/08/2023

   
  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:05/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid in full for a Ricoma embroidery machine, the machine came damaged, I was told I would recieve $150 credit I never received, I was also missing items, in which Ricoma stated they would mail to me I never recieved these either, the machine has many issues of which even an instructor through ricoma noticed and placed a repair ticket for that was never repaired, The flat arm for embroidery came broken and has yet to be repaired. I have contacted customer service numerous times, they do not return my call, I email them they email me a generic email and never complete assisting me with any issue at all! Now all of a sudden they have taken down my customer account completely with no explanation, here i was able to watch instructional videos, and see my receipt for payment, all of which is gone now there is nothing at all on my customer portal!!!

  

  Business Response

  Date: 05/18/2023

  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 feel that several of the customer's issues in this complaint are due to a misunderstanding. Customer has been issued ****** dollar Credit Memo, that resides on their Account, that is available for their use. See Attached. We have shipped a replacement starter kit along with 2 x bracket arms, that were delivered. See Attached  We have also not deleted the customer's Account from Customer Portal,it is a common glitch that can be caused by their browser, see attached

  We understand  the customers frustration, and have continued to attempt to work through the issue with the customer and are willing  work to a resolution on the issues presented to us that is amiable for both the customer and us, but feel the issues the customer is presenting is a misunderstanding.

• Initial Complaint

  Date:05/04/2023

  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.

  We bought the Ricoma **** December 2022. It arrived in January 2023. In the agreement, I guess, we only had 30 days from the delivery date, to send the machine back. It took 3 weeks, for Ricoma to schedule our first training, so our warranty would be honored, which then left me 1 week, to learn the program and the machine, to then decide if we liked it. Unacceptable. I am very disappointed in our purchase. The machine does not perform like they say it does. The thread constantly breaks, I have spent 1,000s now, and am locked into a contract that I am very upset about. I am concerned that they are selling these high maintenance machines to people, selling a "pipe dream" I cannot open my embroidery business with this machine. I have only had 3, successfull products, that didn't have any problems. I have told everyone that I would be able to design products for them, and at this point I am totally embarrassed, about this. Because, it's just not true. This company is lying to their customers, and the sample machines, and embroidery, online... is not what you get, when your machine comes. I would like my money back. I would like them to send a "return for free" and remove it from my credit report, as I am now having to use my social security money to pay for this machine, because I cannot with any confidence, take any orders, that would pay for it. I have wasted hours and hours of my time.

  

  Business Response

  Date: 05/16/2023

  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 have continued to work through the issue with the customer and are work to a resolution on the issues presented to us that is amiable for both the customer and us.

• Initial Complaint

  Date:04/12/2023

  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.

  Our Experience - Very Bad!We purchased this machine from Ricoma, with the thought that they stand behind what they sell. Our experience was not this. After putting our machine on the stand, we immediately noticed that the balance wheel would not freely turn. It would not turn more than half way. We logged into the website and followed the procedure to get a ticket. We received a response that we would be contacted. By the next day, we had not, so I called. I spoke with a ******, who couldn't resolve the issue, he said their expert on this machine would call back, he was working with someone at the moment. By the end of the day, I hadn't received a call. I called and spoke to ****, their expert **** had left for day. **** said he would send an email for me to respond to so that I could respond with a video, I never received an email. I called again this morning, now on the third day. Spoke again with ******, who immediately connected me with ****, the expert.(Odd that the expert was available immediately but had never called me as I was told he would). We did a video call, I showed what the problem is, and **** said they would have to replace the head because there is something wrong internally. As we were now at a point where we needed the machine for our business, he agreed to send us the new head and would ask for it to be shipped 3 day instead of ground, I would pack the old machine in the box and send the defective machine to them. Now I get an email that I must ship the defective machine back first (I explained we had discarded the old box, there was nothing that told us we needed to retain it). This was a new rule they instituted last week. Our experience is not so good. As a business that relies on our vendors and suppliers to keep our customers happy, this is all very disappointing. I forgot, we were also shorted a part that was sold with the unit, which we have to deal with separately.

  

  Business Response

  Date: 04/21/2023

  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 working towards  a resolution that works both for the customer and the company. 
  We understand  the customers frustration, and have continued to work through the issue with the customer and are work to a resolution on the issues presented to us that is amiable for both the customer and us.

  Customer Answer

  Date: 04/24/2023

   
  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:04/12/2023

  Type:Customer Service 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.

  Since November of 2022, I have been getting the run around from this company. My original purchase was for a little over 17 thousand dollars. I had to make around 20+ phone calls from multiple numbers, a numerous of unanswered e-mails, lies about where my product was or wasn't. I am still trying to receive a resolution for a wrong product sent and back to my phone calls being forwarded and no one returning phone calls. The one time I did finally get contact back from someone was due to me leaving a poor ******** review and someone called and yelled and harassed me and kept telling me I need to remove my ******** post. Now going into April and I still can not get anything returned. I will NEVER recommend this company to anyone. I am a small business owner and due to the company not following up, I have now lost a lot of business opportunities because I do not have the proper equipment to use it.

  

  Business Response

  Date: 05/02/2023

  In response to 19928615:
  From our end, the machinery was delivered back on 1/19/2023 and the proof of delivery attached above. We have followed up numerous times with this customer including 1/17 when we advised their machinery was about to ship and was 2 days later. Right before the holidays is our busiest time of the year and we did express that to the customer and also gave free shipping. We realized that the incorrect Mighty hoop starter kit was shipped to the customer, and we remedied the situation by giving the customer a $250.00 credit toward this accessory, which the customer was happy with. This accessory shipped and the customer received the order on 3/31/2023 and seemed content from our last correspondence. As stated, we did speak to this customer many times, found resolutions and issued a discount for any inconvenience. We followed up on 1/17/2023, 2/7/2023, 2/23/2023, 2/27/2023 & 3/6/2023.  During this period, the customer put up negative reviews, which we feel was not necessary, since the machinery was delivered, shipped the new accessory, gave a $250 credit and made the customer whole.  We do hope the customer is happy, since that is what ********* for daily.  

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19928615
  
  I am rejecting this response because:
  I have included all of my phone records since the month of November of 2022 when communications started with this company and the text messages between Yuliet that I have proving that the above claim from Ricoma is incorrect. 
  November 17th I had my initial call with ***** for 7 minutes for the greeting sales call where we decided that I wanted to go with the MT1501. 
  There is 3 phone calls that kept getting ignored from my phone number so I was finally able to get through to someone when I called off of my work phone and finally got through to someone which is how the shipping date of January came through after I requested a cancellation and refund and they did not want to do that. 
  I did leave a negative review on the ******** page because it was during the period of not being able to get communication from anyone to which is what finally got someone's attention. I was then called by ****** on February 23rd for the highlighted 10 minute phone call where all she did was over talk me and continuously telling me that I need to delete the ******** review in exchange for the 250$ credit. I then said I would delete the review after I had ordered the Hoopmaster and IF I received better customer service. I had someone who also listened to this phone call and she was so beyond rude and would not allow me to say anything, this phone call left a even worse taste in my mouth. 
  In the message from the company stating I ordered the Hoopmaster with the embroidery machine is incorrect. Management would know these details if I could get a call back or someone to answer the calls I make. 
  The claim saying they have all these communications with me through calls is incorrect. 
  I also attached the texts proving that I did tell the company I received the incorrect equipment and they did not respond other than telling me to call "Rey" and I still did not get a call back and it has been close to a month. 
  As of 5/9/2023, I still do not have the correct equipment. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/11/2023

  In response to complaint: ********
  Management reached out to the customer and rectified the issue. This is now resolved, and the customer is happy with the resolution. 
  Purchase order for the brackets, which we overnighted to the customer below:
  PO# ***** 

• Initial Complaint

  Date:03/22/2023

  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.

  Last summer in June 2022, I had purchased the Ricoh Ri **** DTG printer. At first i was satisfied with everything once I finally could set up my printer with the company almost 2 weeks later after getting the printer. So it just sat there $20,000 and can't use it you have to wait on them and turn jobs away because you can't use the printer yet. Once I got it all set up I was so excited to get using it and design all kinds of things. Well i coach cheerleading where I live and wanted to print on socks for my girls. So I bought the sleeve/socks attachment to make them. Well needless to say I tried to get instructions on how to use it with some software it said and contacted *********************** which was like my mentor with my printer if I had issues or anything with it. All she did was sent it off to Ricoma support which I still have yet to hear back from them on how i can even use the sock attachment. So therefore I had to have someone else in the area make them for us and I lost money again not being able to perform a job with the printer. Also this machine is a gas guzzler on both white inks because I didnt even do any jobs with the printer put brand new ink cartridges in both whites and in less then a month they were empty again. I cant keep paying for white inks when im not even making money with the printer. Also i just reached out to support yesterday because I am needing to store my printer for a while. I am going to follow the steps that was given to me but if I go to turn it on like i read in some other complaints about have lines clogged and have to pay $2200 to fix I am not going to be a happy person. To be honest if I would have known what I know now about the printer and wasting $20,000 on it I would have saved money but now I'm screwed. I can send emails with customer support if needed as well.

  

  Business Response

  Date: 03/22/2023

  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.

  We do feel we have made every attempt to assist the customer, they outlined 4 areas of concern, which I will respond to below

  1)Training took 2 weeks to complete, we train every customer as quickly as we can, but training signup is contingent on the customer signing up, completing the software install and is on a first come first serve basis and there is the availability to sign up as soon as the machine ships.

  2) Sock Platen, this sock platen is from a third party vendor in which they also provide templates. We did send the instructions from the manufacturer of the platen and it does appear initially the links on the site were broken. The manufacturer has since fixed the links for the site and it has been verified they do work. I do not know the time in which the manufacturer had fixed this, but other customers have and do use these platens and templates.

  3)DTG is a gas guzzler on white ink, this is typical  for all DTG's and is not something Ricoma has any control over.

  4)We have sent the customer specific instructions on how to put the machine in storage mode. While we cannot control if the machine ultimately has issues coming out of storage mode, our team will be there to assist. There are alot of variable that are out of our control, but the one that is not is us being available to assist the customer if there are any issues.

  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. . 

  Customer Answer

  Date: 03/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is ok. I just wanted you to know how much money the machine that you carry costs small business owners like me that have done everything to pull strings to get it and now cant afford to maintain it because it cost so **** much. How cost efficient is that because it's not.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/21/2023

  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.

  We purchased Ricoma Embroidery machine October 17, 2022, sales ***** ***************************** in the amount of $13260.02 One of the issues we, my wife and I discovered was not in our package that the contract states is included the Chroma Inspire Digitizing Software, that I still have not received as of March 20, 2023 which without the software it renders the machine inoperable. I called inquiring where is my Chroma Digitizing Software? They told us we had to upgrade the software that we don't have to start with. We had to pay an additional $1280.01. We did the Pre-Training online and within their training video- they stated this from the trainer in the video video #9: "If you plan on doing bulk orders of the same design, which are the most profitable embroidery orders, then outsourcing is your best bet, since it can cost thousands of dollars on software then training on it cost time." This information was not shared during the phone sales pitch given by *****************************. The pre-training video in their words states it can cost us thousands of dollars on software, which should have been stated in the sales pitch that would change our decision about continuing with the purchase. The video also states in video #9 and not in the sales pitch " Pre-Digitized designs can be purchased on stock design websites.' which is important business information. The video also states that "Your embroidery machine comes with a light digitizing software" which we do not have. ******** did not explain the additional cost to upgrade their "light software" at the cost of $1280. on top of a future of costing thousands of dollars on software. ******** was not forthcoming with information he as an employee is aware of. We have requested a refund due to false, misleading, and lack of information and were denied a refund. The Machine has never been used and sits inoperable.

  

  Business Response

  Date: 04/14/2023

  We have helped ***** out with every single opportunity we had. The several issues that have been highlighted have been resolved and taken care of and also have been communicated to *****. As part of our onboarding process, our customer have to log in and complete their pre-training courses along with setting up their online training to have the training department train them on how to use their machines. Neither part has been completed by *****. Pre-Training has not been completed nor has the online training.
  
  We encourage all new customers to start as soon as possible to log in and start using their new machine. Additionally, inside the Customer Portal, ***** is able to download the software he mentioned he did not have. In order for our products to be successful, it requires ***** to start training and to start using the machine. When communicating this to ***** on 3/3/2023, ***** did not want to take training and wanted to request refund either way. Ricoma is not able to do so as it is past 30 days of original purchase, which is highlighted in our return policy that ***** understood and agreed on. Ricoma is more than willing to help assist and support ***** in learning and operating the machine. 

• Initial Complaint

  Date:02/27/2023

  Type:Customer Service 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.

  After some research for our small business to grow, we decided to invest in a machine for personalization. After watching many videos from Ricoma, we decided to check out their machines. On the phone they had great customer service until we PAID. once we did, it's been impossible to reach them. Our machine has been defective and they are dragging their feet not helping us. We were convinced to buy because it's only monthly payments, but we only did that considering the machine worked. It doesn't. It's been a month and no one is helping. We realized they only good take care of SALES customers and not existing ones. We are down thousands if dollars and a broken machine and no one to help! I wish people knew this as its been awful!

  

  Business Response

  Date: 03/08/2023

  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. The manufacturer has determined the customer did not fully follow the required maintenance protocols, but we will work towards  a resolution that works both for the customer and the company.