Business Profile

Warehouse Services

Epson Store

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Initial Complaint
11/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 10/30/2024 I received my Amazon package ( Epson 202 claria ink/ T202120-BCS), ON 11/1/2024 I opened my package (Epson 202 claria ink/ T202120-BCS), ON 11/1/2024 I contacted ****** regarding said purchase (Epson 202 claria ink/ T202120-BCS), Amazon instantly redirected me to Epson customer service contact info. page *************), I immediately called and received NO HELP/NO SUPPORT, but given DIRECTIVES of what EPSON REQUESTED (submit receipt of ink purchase; photos of my epson printer serial number/model number, etc...), I followed directives, and immediately called back as requested from Epson customer support, at which ********************** customer support informed me they received the receipt, but that I needed to convert my files from HEIC to JPG files, to which I stated I don't know how, at this point is where the problem occurs, the customer support was just as UNKNOWLEDGEABLE prompting me to request to speak to her supervisor at which she stated there was no supervisor at the moment so she took my number, and I was pressed for time so they couldn't accommodate me at any instance, and each time I was told to call back I was given different reference numbers as well as different telephone numbers: reference #'s ************; ************; ************; ************; telephone numbers:*****************-276-4382. At this point in my frustration I'm requesting for a full refund applied back to my original form of payment. I eventually utilized ************** on how to convert files which took hours of exhaustion for someone who had NO CLUE, and received NO SUPPORT/NO HELP, and it was NO MISTAKE of the MISTREATMENT by EPSON CUSTOMER SUPPORT. I'm African American disabled retired first responder for almost 20 years, and what I experienced was intentional, nasty and cruel. Upon resolution, I was told by EPSON customer support that I would not receive a refund because I could not convert the files, however upon learning how, Epson stopped receiving my emails, which led me BBB
Customer response
11/07/2024
I recently sent in a complaint about the Epson ink cartridges, and wanted to add this conversation I had with an ****** **** relating to boots I ordered that came together with the ink cartridges of which both items were ordered through ******, I received complete garbage. I'm having an issue with their refund policy, which seems to contradict itself, within this conversation you will see where this *** has tried to gaslight me, and it's not sitting well with me.
Customer response
11/07/2024
This is relating to boots I purchased along with the ink
Customer response
12/03/2024
This complaint is resolved, ****** fully refunded my money after I returned damaged product, however Epson never acknowledged fault in selling empty ink cartridges, even though they have a contractual agreement with ******. Thank you for your time, I consider Epson effort or lack thereof as resolute.
Business response
01/08/2025
Thank you for contacting Epson America.
We sincerely apologize for the challenges the customer encountered with our Technical Support. We understand the importance of effective assistance and regret any inconvenience caused.
Please note that Epson does not provide refunds. However, we will be reaching out to the customer shortly to offer further assistance.

Best regards,

The Epson Team
Business response
01/10/2025
Thank you for contacting Epson America.
We sincerely apologize for the challenges the customer encountered with our Technical Support. We understand the importance of effective assistance and regret any inconvenience caused.
Please note that Epson does not provide refunds. However, we will be reaching out to the customer shortly to offer further assistance.

Best regards,

The Epson Team
Customer response
01/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
******* ******
Initial Complaint
09/20/2024
Complaint Type:
Product Issues
Status:
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.
I purchased an LS800 EpiqVision Renew projector from ************************** on August 31, 2024. The unit arrived with defects, including static from the speakers, shutting down with a flashing orange light when the volume changed, and spots in the bottom-right corner of the image. Epson confirmed these defects and issued a ***** return label on September 7, 2024.I returned the projector on September 10, 2024, via *****, keeping the drop-off receipt. As of September 18, 2024, the tracking number shows no movement, and I have not received my refund. I contacted Epson, who referred me to ****** but ***** directed me back to Epson.On September 18, I called Epson again, and they asked for proof of return, which I had already provided 3 days earlier. Despite this, the representative requested I contact ***** again.Epson has since initiated an investigation, asking for an additional 3 business days, but the delays in resolving this issue have been ongoing for over a week.Desired Outcome:I request a full refund for the defective projector and an explanation for the delay. I also seek more responsive customer service.Sincerely,****** ********
Business response
10/25/2024
Thank you for contacting Epson America.

We are currently investigating this matter further and will reach out to the customer shortly to provide assistance.

Best Regards,

The Epson Team
Business response
10/30/2024
Thank you for contacting Epson America.

We are currently investigating this matter further and will reach out to the customer shortly to provide assistance.

Best Regards,

The Epson Team
Customer response
11/02/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The merchant did not contact me in a timely fashion or at all.

Regards,

****** ********
Initial Complaint
06/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 6/4/24, I ordered online a Home Cinema 2350 4K Pro-UHD 3-Chip 3LCD Smart Streaming Projector - Certified ReNew (V11HA73020-N) for total of $865.99 from Epson Store website. Epson Order # US255956965. I provided the shipping address of ********************************************************. I have attached my receipt showing the above shipping address. On 6/6/24 I received an email from Epson showing the package had been shipped with tracking number ************, but on the shipping address my apartment number is not included. The package was delivered yesterday on 6/10/24 to the correct address provided by Epson according to ****** but not the correct address I gave to Epson. Epson did not provide the correct shipping address to ***** and is at fault for me not receiving my package. ***** confirmed that they did not receive an apartment number for shipping from Epson. I have filed claims with ***** and Epson. ***** claims that because they did not receive an apartment number that they delivered to the correct address. Epson claims that they provided the apartment number even though the provided shipping confirmation shows that Epson did not provide the number. Epson additionally stated that if the package was delivered to the correct address (which again it was not delivered to my apartment as Epson did not provide that information) they will not give me a refund or replacement.
Initial Complaint
05/30/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an Epson printer on September 26, 2023 and it started having issues on December 18, 2023. I contacted Epson and they said to shipped it to them and they would send me a replacement once they received mine. ***** delivered it to their warehouse December 21, 2023 at 7:20 pm. I called and they told they had received it but they had not processed the replacement. I called back, they told me they didnt have it. I told them that the tracking number says they received it. They then give me an excuse about the weight of the package and I asked them did they open the box because it was sent to them. I talked to someone else a few days later and they told me that the system shows they have it and they would overnight me my replacement printer and I should receive it February 10, 2024 but I never received it. This was months after calling every week. I reached out again today which is May 30, 2024 and they are saying now that they dont have it. I have the dates, times, reference numbers and names of each person I talked to from December up to now May. I just want a refund or a replacement printer the same brand.
Business response
07/09/2024
Thank you for contacting Epson America.
We will reach out to the customer to resolve this complaint.

Best Regards,
The Epson Team
Business response
07/12/2024
Thank you for contacting Epson America.
We will reach out to the customer to resolve this complaint.

Best Regards,
The Epson Team
Customer response
07/17/2024
To whom it may concern, I, *************************** received a call for ****** in the Customer ******************** of **********************. She left a voice mail stating that she was calling regarding my complaint with the Better Business Bureau. I called her back and she stated that they decided to send out another printer to me to resolve the issue and i would receive an email right away the same day (July 16, 2024) with the Fed Ex tracking number so keep checking my email. Today is July 17, 2024 (24 hours) later and still no email with a tracking number nor is there a follow up phone call from Epson. I called Customer Relations at ********************** and I spoke with a lady by the name of *******, and I told her I was making a follow up phone call because it has been ****************************************************************************************************** I informed her that I had spoken with ****** yesterday on July 16, 2024, and she told me that a printer would be shipped out yesterday. I also told her that an employee had told me the same thing months ago in February that one would be shipped and I never received one. ******* put me on hold so that she could ask ****** why another printer was not shipped out to me yesterday. She came back to the phone only to inform me that the printers were on back order. I am still getting the run around with the Epson staff. I just want my printer fixed and returned, a new one or my money refunded. I have attached the recorded voicemail from ****** in Customer Relations at **********************.
Customer response
07/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
To whom it may concern, I, *************************** received a call for ****** in the Customer ******************** of **********************. She left a voice mail stating that she was calling regarding my complaint with the Better Business Bureau. I called her back and she stated that they decided to send out another printer to me to resolve the issue and i would receive an email right away the same day (July 16, 2024) with the Fed Ex tracking number so keep checking my email. Today is July 17, 2024 (24 hours) later and still no email with a tracking number nor is there a follow up phone call from Epson. I called Customer Relations at ********************** and I spoke with a lady by the name of *******, and I told her I was making a follow up phone call because it has been ****************************************************************************************************** I informed her that I had spoken with ****** yesterday on July 16, 2024, and she told me that a printer would be shipped out yesterday. I also told her that an employee had told me the same thing months ago in February that one would be shipped and I never received one. ******* put me on hold so that she could ask ****** why another printer was not shipped out to me yesterday. She came back to the phone only to inform me that the printers were on back order. I am still getting the run around with the Epson staff. I just want my printer fixed and returned, a new one or my money refunded. I have attached the recorded voicemail from ****** in Customer Relations at **********************.

Regards,

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

Business response
08/14/2024
Thank you for contacting Epson America.
Our records indicate a replacement was shipped to the customer.
According to the tracking number, the package was delivered on 7/22/24.

Best Regards,
The Epson Team

Business response
08/16/2024
Thank you for contacting Epson America.
Our records indicate a replacement was shipped to the customer.
According to the tracking number, the package was delivered on 7/22/24.

Best Regards,
The Epson Team
Customer response
08/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
***************************
Initial Complaint
03/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased an epson printer from bestbuy last month febuary 7th, 2024. The printer stopped working and epson is not taking responsability for fixing the printer, they are saying that I can go to a 3rd party and pay more of my money to fix a under two month old printer.They just keep telling me corporate wont do anything for me and the supervisor is telling me that there is nothing they can do. (Personally I think they found it funny and they just don't care about the consumer even though we have a right to a one year standard warrenty)
Business response
04/04/2024
Thank you for reaching out to Epson *******. We spoke with the customer.
The EcoTank ******* is currently out of warranty. As a goodwill gesture, Epson offered a discount towards the purchase of a new unit.

Sincerely,
The Epson Team

Customer response
04/05/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Epson claimed it is out of warranty clearly from the recipe you can see this is not true they are just a money hungry greedy company . Their offer was a 15% discount for valid for 7 days. I would never do business with them again and am going to do a charge back with my credit card at this point .

Regards,

***********************
Initial Complaint
09/19/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a DS-70 smart scanner on May 29 2022 from Amazon. I registered the device with ********************** after purchase. once the drivers were installed to my computer I opened the device application to scan documents and it gave me an offer to download a product key for a smart scan application which allows me to manage my scans. I purchased the license key in good faith. The license key was not compatible with my device. I called ********************** and was told it was in fact not compatible. Since I had purchased the device with Amazon and it had been outside there return policy I could return the device. ****** after taxes. the application cost *****. I put it off because of the expense i had just lost. on on Sept 16 2023 I purchased The epson Es- 50 which I was told in 2022 was compatible with the application. I registered this device into **********************. Again I followed instruction on product key information and it gave me an Invalided product key message. It has been escalated to corporate twice and I've been on the phone over 2 hours and 1 hour to get the same response. I've been told twice that I will have to purchase another product key at 99 dollars I have a total of 327 dollars in this product and still can not use the product as lead on to believe I would be able to use and have at my disposal. customer support numbers ************* and second 230919-000796. if I have to purchase a product key it will be a total of ****** i will have spent on product.
Business response
10/18/2023
Thank you for reaching out to Epson *******. We apologize for the delay. Unfortunately, the letter was mailed to our warehouse and not to the corporate office.
Epson has issued a credit of $99.99 plus tax on 09/29/2023.
If the customer has additional questions or concerns, please contact Epson Customer Relations at **************, option #2.

Sincerely,
The Epson Team
Business response
10/19/2023
Thank you for reaching out to Epson *******. We apologize for the delay. Unfortunately, the letter was mailed to our warehouse and not to the corporate office.
Epson has issued a credit of $99.99 plus tax on 09/29/2023.
If the customer has additional questions or concerns, please contact Epson Customer Relations at **************, option #2.

Sincerely,
The Epson Team
Customer response
10/19/2023
I'm currently working with ********* a customer relations officer with ********************** *******. They did issue a refund bit to a old account. Now my new scanner quit working and a replacement was issued but the product key for the software has to be reissued or another one added. It's complicated and takes a lot of my time. But when it's all working I love it. Still paid for a scanner that didn't work with the software. A loss of 99 dollars not including the refund. Not so happy about that. Right out the gate had issues
Customer response
10/20/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
I'm currently working with ********* a customer relations officer with ********************** *******. They did issue a refund bit to a old account. Now my new scanner quit working and a replacement was issued but the product key for the software has to be reissued or another one added. It's complicated and takes a lot of my time. But when it's all working I love it. Still paid for a scanner that didn't work with the software. A loss of 99 dollars not including the refund. Not so happy about that. Right out the gate had issues

Regards,

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

Customer response
11/15/2023
Hello,
Thank you for helping with the expedited processing of my case. I'm happy to inform the BBB that the have issued a new product key, a label to return broken scanner which they did not require to return. I was also sent a code for a 100 credit on Epson products because the card on file was closed. I agreed to the terms and accepted the offer for credit of 100 dollars. Again thank you for helping with the resolution of this incident.
Business response
11/15/2023
Thank you for contacting Epson America.
Our records indicate that the customer issue has been resolved on 10/24/2023. If the customer has additional concerns, the customer can contact ********************** Customer Relations at ************ select option 2.
Our hours of operation are from Monday-Friday 7AM- 4PM Pacific Time.

Best Regards,
The Epson Team
Customer response
11/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.
Thank you for helping with the expedited processing of my case. I'm happy to inform the BBB that the have issued a new product key, a label to return broken scanner which they did not require to return. I was also sent a code for a 100 credit on Epson products because the card on file was closed. I agreed to the terms and accepted the offer for credit of 100 dollars. Again thank you for helping with the resolution of this incident.

Regards,
*******************
Initial Complaint
04/25/2023
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I bought this receipt machine in good faith after seeing a commercial . I thought it would help me keep receipts in order which would help tremendously!! I purchased it in December 2022 and received it in the latter part of January 2023. Upon opening the box, the machine was all that was in there. There was no manual no paperwork to help me operate the machine. I called and emailed the party several times and never received a solution to my problem. All I asked for was a manual to help me operate this. They did not respond to emails and seemed distracted when I called them, never offering a solution!!I do not want to deal with these folks again! I will purchase it closer to home.Thank you ***********************
Business response
05/10/2023
Thank you for contacting Epson *******.
We will reach out to the customer directly to resolve this complaint.

Best Regards,
The Epson Team
Customer response
05/22/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]
I submitted the form before I included that the Epson Company did not reach out to me at all. No correspondence whatsoever. That was the reason I rejected it. I will attach emails I had sent to them in the past which they did respond to either. Phone calls that were made offered no solutions when they did answer their phone.
Thank you
***********************
Initial Complaint
04/24/2023
Complaint Type:
Service or Repair Issues
Status:
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.
I got my brother who has autism an Epson printer. He only used it 4 months and it stopped working.it has a year warrenty i called the company. Not only do they not speak fluent English they refuse to replace it claiming the ink isn't "authentic" i had to send pics of the printer. I purchased the ink from amazon. It clearly says Epson on the ink bottle. But they claim.its not autencic which voids the warranty he has only had it since Christmas. We don't want a refund all we want is for them to send ** a new printer since it has a year warranty. No where does it say ink not purchased from the store is not authentic so how was i to know? Again all we want is a replacement.
Business response
05/12/2023
Thank you for contacting Epson *******.

Epson will reach out to the customer shortly to resolve this complaint.

Best Regards,
The Epson Team
Initial Complaint
01/02/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order for printer ink with Epson. An attempt for delivery was made by ***** to the wrong address *********************** ***************************************************. I called the Epson store and gave the correct address ***********************************************************. Subsequently, the package was delivered to an address **************************************************************, which I moved away from almost two years ago. The Epson order number is US251935900 and the tracking number is ********************. I have talked and asked Epson for a refund but they are giving me the run-around. They placed me on hold for 15 minutes and twenty minutes. I just want my money back so I can make my purchase elsewhere
Business response
02/02/2023
Reply to complaint received for ***********************: Complaint ID ********

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

Thank you for reaching out to Epson *******.

A replacement order was shipped to the customers correct address on January 3^rd. According to the tracking information, the package was received on January 5^th, 2023.

Best Regards,

The Epson Team

Customer response
02/02/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me.

Regards,
***********************
Initial Complaint
12/24/2022
Complaint Type:
Delivery Issues
Status:
Unanswered
The business failed to respond to the dispute.
I still have not received my ink even though I am told it was finally shipped 5 days ago. Still dont have it. Being ignored.

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