Business Profile

Commercial Manufacturers

Brother International Corporation

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Brother International Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

133 total complaints in the last 3 years.
52 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/12/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for several items and everything went through ok. 3 business days later I received an email stating that there was a problem with the payment but half my order had shipped. Half of the order is useless to me and I should have been notified immediately and had a chance to change the payment. I have never dealt with a company this bad at communicating and issue with an order.
Business Response
Date: 02/19/2025
Greetings,

Brother International contacted the customer on 2/12/25 and resolved the expressed concerns.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Customer Answer
Date: 02/19/2025

Complaint: 22931859

I am rejecting this response because:

I was not contacted and the issue was NOT resolved.

Regards,

****** ********
Business Response
Date: 02/24/2025
Greetings,

We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
If you would like to place an order for the items that were removed due to payment issues on the original order, you can visit ****************************** to place a new order.

At Your Side,
Brother
Customer Answer
Date: 02/25/2025

Complaint: 22931859

I am rejecting this response because:
This is not a solution but only a BS corporate response. Do something to make it right.

Regards,

****** ********
Business Response
Date: 02/25/2025
Greetings,

We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.

The requested return has been processed. If there is anything additional we can assist with, please feel free to reach out.

At Your Side,
Brother
Customer Answer
Date: 02/25/2025

Complaint: 22931859

I am rejecting this response because:
The hassle that your half shipment caused is really frustrating but your lack of willingness to make things right is next level. Could you ship out the remainder of my order please?

Regards,

****** ********
Business Response
Date: 03/03/2025
Greetings,

Brother International contacted the customer on 3/27/25 and resolved the expressed concerns.
The customer advised they no longer needed additional assistance.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Customer Answer
Date: 03/04/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

****** ********
Initial Complaint
Date:02/03/2025
Type:Sales and Advertising 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.
Does Brother program the MFC-L3780CDW printer to reject non-OEM toner cartridges using a microchip? I asked Brother chat, but the agent kept saying it's best to use Brother cartridges. That's not what I asked. I just want an answer to my question.
Business Response
Date: 02/05/2025
Greetings,

Brother International contacted the customer on 2/4/2025 and resolved the expressed concerns.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Business Response
Date: 02/05/2025
Greetings,

Brother International contacted the customer on 2/4/2025 and resolved the expressed concerns.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Customer Answer
Date: 02/05/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

Brother e-mailed me and resolved the issue. It's sad I had to go through this to get a simple answer to my pre-sales question.

Regards,

******* ********
Customer Answer
Date: 02/05/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

Brother e-mailed me and resolved the issue. It's sad I had to go through this to get a simple answer to my pre-sales question.

Regards,

******* ********
Initial Complaint
Date:01/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
After purchasing their MFC-J5330DW multifunction printer, brother conspired to extort from me unspecified additional money by disabling the printer in its updated driver software if I did not purchase replacement ink cartridges from brother, even though third party ink cartridges exist and were perfectly functional with the printer, prior to their extortion attempt in the updated driver software. This has resulted in money lost for the purchase of the printer I can no longer use, money lost for third party ink cartridges that brother is keeping me from using with the printer, and over 3 hours of my own time and technical expertise investigating this and attempting to resolve it, which I bill out at $200 an hour.
Business Response
Date: 02/03/2025
Greetings,

Brother International contacted the customer on 1/29/25, provided direct callback information for the expressed concerns, however the customer has not responded.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Initial Complaint
Date:01/25/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased a Brother MFC-J4335DW printer. The unit is still in warranty and I have been having a issue with the printer going offline. I called and talked with Brother four times to resolve the issue. Each time I was told what to do to correct the issue. I did what they suggested and it still goes offline. On my last call they told me that a higher tech. would contact the next day that was two days ago. I would like for this customer information to become public. This is no way to run a cooperation.
Business Response
Date: 02/03/2025
Greetings,

Brother International has been in contact the customer from 1/23/25 and is still working to resolve the expressed concerns.

At Your Side,
Brother
Customer Answer
Date: 02/03/2025

Complaint: 22856411

I am rejecting this response because: I have done everything that your techs have suggested. I have spent at least on two of the occasions over a hour with your techs. The issue is still present. As I stated before we checked the connection strength and it tested very weak. The other Brother devices on the same network tested to be strong. Even with the printer connected via usb at times it will not print unless I reconnect with the network. The connection only last a short time. It appears to me the network card in the printer is defective. I have since put the printer in its orginal box hoping the issue can be resolved. I have spent way to much time trying to get this machine to work as it once did. Not sure what you will do to resolve the issue. I don't feel it is worth my time to continue to do as you instructed me over the phone. The four times I contacted you the issue is still the same. I would hope Brother would stand behind their product better. I bought a used MFC-J6925DW which is on the same network and it works great. I like your products which I have three of laser printer, injet, and a scan n cut they work great.

Regards,

****** *******
Business Response
Date: 02/05/2025
Greetings,

We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.
We have offered to provide a warranty swap on the customers machine. Currently we are awaiting confirmation from the customer for this offer.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Customer Answer
Date: 02/05/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

****** *******
Initial Complaint
Date:01/08/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Brother All-in-one Printer Scanner a few years ago that has had issues several times now with rejecting the toner cartridges even when they are still nearly full. I was forced to purchase all new cartridges because of this issue about 6 months ago, and now again, out of nowhere, the machine is giving me the "No Toner" error code, despite 4 Brother toner cartridges installed and all 4 showing more than 3/4 full of ink. When I call Brother for assistance, I am told that my machine is no longer under warranty and that they cannot help me, and I will have to buy more ink. 4 ink cartridges cost $300, so this is completely insane! There was a class action lawsuit against Brother in 2019 for this exact reason, but it looks like they are still doing this to their customers (a quick search online brings back pages where this is discussed at length and many people have the same issue).
Business Response
Date: 01/13/2025
Greetings,

Brother International contacted the customer on 1/10/25 and resolved the expressed concerns.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Initial Complaint
Date:01/03/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Scanner won't function.
Business Response
Date: 01/13/2025
Greetings,

Brother International contacted the customer on 1/8/25 and 1/9/25 to attempt to resolve the expressed concerns, to no response.
Brother, via email, requested the customer provide a call back window that would suite their needs, to no response.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Initial Complaint
Date:12/10/2024
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.
I purchased a Brother All in One device, model *********** on December 2, 2024. Per the Specications sheet published by Brother, the Standard Toner Cartridge yield cartridge that came with this device is stated to be 1200 pages. Currently, I have printed 220 pages, copied 52 pages, and produced 10 pages of "Other" output on this device.The problem is that the "Toner Life" indicator on the device indicates that the device has used eighty percent of the toner in the cartridge to print 282 pages. At eighty percent of toner use, the device should have printed a total of ***** sheets, not a total of 282 pages.When l called the Brother **************** to ***ort the issue, the person to whom I spoke with ***eatedly asked me to give the details of the issue. At one point he asked me "What do you want Brother to do?" After determining that I was not going to get the help to resolve the problem, I requested to speak with his supervisor in hopes that a supervisor would be able to help me. Instead, I was told that I would need to wait for a call back tomorrow. I made arrangements to be called back tomorrow at 2:00 P.M. After speaking with the Customer Support Person, I was hoping to express my dissatisfaction during the three question survey that I was told that should come at the end of the call. Instead, while I waited for the survey to start, the call ended. When I attempted to call back Brother **************** to express my dissatisfaction, instead of an almost instant response, I was advised that the wait time to speak with a customer Support *** was almost two hours.
Business Response
Date: 12/12/2024
Greetings,

Brother International contacted the customer on 12/11/24 and resolved the expressed concerns.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Initial Complaint
Date:12/04/2024
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.
Hi purchased a Brother Skitch embroidery machine for Joanns fabric in August.. I went to use it a week ago and it doesnt sew correctly.. I keep getting upper thread error.. I have changed thread and bobbin to no avail.. I called brother **************** and they said they were going to escalate it.. I called back yesterday and they told me they would have to escalate again to get a exchange which could take another 24 to 48 hours I asked if I could get it repaired they told me I could bring it to someplace in **********, I dont live in ******. I live in ******. **************** is absolutely horrible. Im still waiting and I have Christmas gifts to make.. I tried calling resolution still havent heard back
Business Response
Date: 12/06/2024
Greetings,

Brother International has been in contact with the customer and resolved the expressed concerns.

Should any additional concerns arise,Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Initial Complaint
Date:11/16/2024
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.
*** purchased equipment and software. Spent thousands on their products. I sent an email asking for software help, their response was a 1 line sentence stating that I had to buy software. I already bought the software. Ive tried following up. Zero response. They have refused to support their products.
Business Response
Date: 11/21/2024
Greetings,

Brother International contacted the customer on 11/18/24 through 11/20/24 and resolved the expressed concerns.

Should any additional concerns arise,Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Customer Answer
Date: 11/23/2024

Complaint: 22566069

I am rejecting this response because:

The response didn't work and it's impossible to reach their support.

Regards,

****** Puett ******
Business Response
Date: 12/03/2024
Greetings,

Brother International contacted the customer several times between 11/18 and 12/2 and provided details and support to resolve the expressed concerns.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
The customer may respond to any of our previous emails and provide the current details of the issues they are experiencing. Note that incident 241118-000048 has the most current detailed information. Should additional support be required, please respond to this working thread for the most timely response.

At Your Side,
Brother
Customer Answer
Date: 12/03/2024

Complaint: 22566069

I am rejecting this response because:I'm still having problems resolving this issue with Brother.

Regards,

****** Puett ******
Business Response
Date: 12/03/2024
Greetings,
Brother remains committed to providing At Your Side support as needed to resolve any future issues.
We provided detailed answers to the email ************************* on 12/2/24, which we have yet to receive a reply to.
Should additional support be required, please respond to the open incident 241118-000048 which has the most current detailed information, for the most timely response

At Your Side,
Brother
Customer Answer
Date: 12/16/2024

Complaint: 22566069

I am rejecting this response because:
It is not resolved. They do not have hours where I can work with their customer service. They call in the middle of my work day where I don't have my laptop with me. Their hours are set for the east coast. Those of is on the west coast cannot call except in our work day.

I purchased very expensive software that I'm trying to make usable on laptop that I had to get as my previous one died. They told me buy new software. The answers they've given me do not work.

Regards,

****** Puett ******
Business Response
Date: 12/23/2024
Greetings,

Brother International contacted the customer multiple times from 11/18/24 through 12/18/24 and made several attempts to resolve the expressed concerns. Additionally,we have offered to arrange additional time to provide support if the customer still needs additional assistance.

The expressed issues have been tested internally; Brother could not replicate the same issues as the customer.

The software the customer purchased was not listed as compatible with their current operating system and could look to be rolled back to the previous version by the operating system owner.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Initial Complaint
Date:11/14/2024
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.
CALLED BROTHER RE MY BROTHER PRINTER HL-2140 SINCE A SMALL PIECE OF LIGHT COLORED GREEN PLASTIC ALL OF A SUDDEN CRACKED AND BROKE FREE FROM THE PRINTER I CALLED THE SUPPORT NUMBER AND GOT A RECORDING ADVISE TO WAIT ON HOLD FOR 2 HOURS AND 6 MINUTES THIS IS CLOSE TO WHAT IS REFERRED TO AS ELDER ABUSE EXCEPT I'M NOT CLAIMING THAT SINCE THEY DO NOT KNOW I AM A SENIOR.OBVIOUSLY I NEED TO GET A SMALL PIECE OF PLASTIC THAT IS NOT BROKEN TO BE INSERTED BACK ONTO THE PRINTER.
Business Response
Date: 11/21/2024
Greetings,

Brother International contacted the customer on 11/14/24 through 11/20/24 and resolved the expressed concerns.

Should any additional concerns arise,Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Customer Answer
Date: 11/30/2024

Complaint: 22552133

I am rejecting this response because:
BROTHER INTERNATIONAL IS BEING RUN BY INCOHERENT DYSFUNCTIONAL INDIVIDUALS WHICH OSTENSIBLY MAKE LITTLE SENSE AND ALL THESE INDIVIDUAL SEEM TO NOT EVEN GET MY NAME CORRECT OR KNOW HOW TO SPELL BASIC WORDS LIKE" "PURCHASE".
Subject
Brother International - BBB Response
Response By Email (*****) (11/23/2024 03:05 PM)
Hi *****,
Thank you for your response, and the information provided. I sincerely apologize for my wrong spelling, it was a typo on my part. What I meant to say on my last email is that Brother only have coupons available for this amount. $10 Dollars off a $25 Dollars or more purcahse, $20 Dollars off a $100 Dollars or more purchase, $40 Dollars off a $200 or more purchase and $75 Dollars off a $500 Dollars or more purcahse. At your side service mean that Brother will send you a toner at no charge for the model of the new Brother machine that you will purcahse.

Please reply back to this email, to let me know what coupon is best for you and the model of the Brother machine that you will purcahse in order for Brother to send you the toner. Also your full shipping address.

thank you so much for your patience and understanding. Upon receiving this information I will be able to further assist you with this inquiry. I look forward to hearing back from you.
Have a Great Day!
Regards,

*****
Brother

Regards,

****** *****
Business Response
Date: 12/03/2024
Greetings,

Brother International contacted the customer several times between 11/14/24 and 11/23/24, and made several attempts to resolved the expressed concerns while providing a suitable accommodation for the customer's machine.

Should any additional concerns arise,Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Customer Answer
Date: 12/03/2024

Complaint: 22552133

I am rejecting this response because:
BROTHER INTERNATIONAL CLAIMED THAT THEY NO LONGER SERVICE MY MODEL?
They said I were to buy a new model, they would discount it by ***** or ***** with coupons
both representatives were illiterate and could not handle basic ENGLISH.
Nether ******** nor ***** ever adapted to calling me by my proper name even after my correcting them but my name is in my email address I'd say but they would just say It must be a typo; I'm pretty sure their employees are not paid much and it was sad to watch such a HUGE corporate giant hire people and pay them pennies on the dollar.
I thank you BBB for making all the efforts to connect us but This matter is deep with awful workplace nightmarish observations.

Regards,

****** *****
Business Response
Date: 12/03/2024
Greetings,

We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.

Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.

At Your Side,
Brother
Customer Answer
Date: 12/03/2024

Complaint: 22552133

I am rejecting this response because:
THE ONLY WAY YOU WILL EVEN REMOTELY ALTER THE WAY YOU DO BUSINESS IS TO HIRE AMERICANS IN ******* INSTEAD OF PEOPLE WHO WILL WORK FOR SUB STANDARD WAGES WHO ARE NOT TRAINED TO COMMUNICATE INTELLIGENTLY.

Regards,

****** *****

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Brother International Corporation is NOT a BBB Accredited Business.