ComplaintsforSignWarehouse, Inc.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date: 7.13.23 We were told before check out by ***** the sales woman that if this didnt work we could return it. We confirmed that after we purchased. This is a BIG purchase and we trusted her. This was for my business and we asked all the questions and she melted saying yup yup yup yup it can do that. Which really meant she didnt know she was busy but wanted to make the sale. Its okay if you dont know. Just say you dont know and that you need to find out. No one knows everything and its okay to ask questions hence how we were. This was over 10 grand we are spending, thats why we asked hard questions! When we got it in, it clearly was not doing was she told us it could do and th cold laminator was dead upon arrival with no instructions. The lamination was 849 by it self with no instructions and dead. We contacted ***** and she contacted her manager which came back with no we cannot return it. He said she would never suggest a thing like that. So for the inconvenience he would include ink and vinyl for the trouble. I told him to keep it. We would even pay for the shipping back on our dime. We just want our money back. We wont use these machines. She said they would do something that they wont do. We were lied to. Thats okay. But lets make it right. Now, I have these machines sitting in my garage still. Im not using them and I dont want them. I want my money back. I want this fixed. We were lied to by *****. I want this fixed.

  

  Business response

  04/03/2024

  This customer's information is misleading. The issue has nothing to do with whether she can return the equipment she purchased. ********* purchased an equipment package on July 12, 2023 that included a digital printer, a laminator, and a vinyl cutter. Unfortunately, the laminator, which was shipped in a wooden crate, was damaged by the freight company.

  In these cases, we require prompt notification by the customer so that they can document the damage. We then contact the carrier and file a claim, then determine whether the product can be salvaged, repaired, or replaced.

  In this case, for reasons unknown, ********* did not contact us to inform us about the damage to the laminator until September 27th. By then, it was well past the available window to file a claim on her behalf.

  We had one of our technicians reach out to the customer to try to assess the damage to the product. We asked for photos or videos so that the technician could determine what repairs might be needed.

  For reasons unknown, ********* responded only once, saying "Today is not going to work for me. Tomorrow afternoon would look better. Im eastern time."
  That was the last response we received, despite several follow-up messages from us asking for this information. That was in September 2023. ********* made no attempt we can see in our records to re-engage with us so we could assess or address the damage. 

  Had she done this, or had she notified us in a timely manner about the shipping damage, we could have addressed it through a claim with the carrier or through other remedies available through our technical support department.

  To put this complaint in perspective, the total order was for $9,742.00 worth of equipment. The damaged laminator amounts to $849, or 8% of the total purchase.

  Our records indicate that ********* contacted us for assistance setting up the printer, cutter and software with no unresolved issues. As far as we know, there have been no issues reported with the printer or the vinyl cutter she purchased. So in addition to the questions as to why she stopped responding to our efforts to repair the laminator, we are puzzled as to why she would insist on returning $9,742 worth of equipment almost a year later when there are no known issues with the rest of the equipment.
  

  

  Business response

  04/03/2024

  Updated response. We spoke with the customer again today. There was a support ticket submitted for the printer and vinyl cutter and our Product Support Manager spoke at length with ********* about their issues. Their complaint was not a product defect. They had a very complex workflow that they were unable to adapt to the capabilities of the equipment, so the request for a return was declined on the basis that the products were not defective.

  Regarding the laminator damage, the customer claims that the carrier forged her signature upon delivery and left everything outside their residence depriving them of the opportunity to note the damage and initiate a freight claim.

  We are reviewing the issue and will follow up with the customer.
  

  

  Business response

  04/17/2024

  This customer's information is misleading. The issue has nothing to do with whether she can return the equipment she purchased. ********* purchased an equipment package on July 12, 2023 that included a digital printer, a laminator, and a vinyl cutter. Unfortunately, the laminator, which was shipped in a wooden crate, was damaged by the freight company.

  In these cases, we require prompt notification by the customer so that they can document the damage. We then contact the carrier and file a claim, then determine whether the product can be salvaged, repaired, or replaced.

  In this case, for reasons unknown, ********* did not contact us to inform us about the damage to the laminator until September 27th. By then, it was well past the available window to file a claim on her behalf.

  We had one of our technicians reach out to the customer to try to assess the damage to the product. We asked for photos or videos so that the technician could determine what repairs might be needed.

  For reasons unknown, ********* responded only once, saying "Today is not going to work for me. Tomorrow afternoon would look better. Im eastern time."
  That was the last response we received, despite several follow-up messages from us asking for this information. That was in September 2023. ********* made no attempt we can see in our records to re-engage with us so we could assess or address the damage. 

  Had she done this, or had she notified us in a timely manner about the shipping damage, we could have addressed it through a claim with the carrier or through other remedies available through our technical support department.

  To put this complaint in perspective, the total order was for $9,742.00 worth of equipment. The damaged laminator amounts to $849, or 8% of the total purchase.

  Our records indicate that ********* contacted us for assistance setting up the printer, cutter and software with no unresolved issues. As far as we know, there have been no issues reported with the printer or the vinyl cutter she purchased. So in addition to the questions as to why she stopped responding to our efforts to repair the laminator, we are puzzled as to why she would insist on returning $9,742 worth of equipment almost a year later when there are no known issues with the rest of the equipment.

  Customer response

  04/17/2024

  I am rejecting this response because:  

   

  Its a complete lie. we contacted our sales rep in August after receiving the products. Even after trying to make it work. She told us before we purchased that yup yup yup you can return it if it doesnt do what you need it to do. She said that even after we purchased. She lied. To make the sale and get commission she lied. 
  

  the products were order on the 13th and most of it wasnt shipped until the 25th and tracking was not updating until the 27th I have those emails I will attach. 
  

  We didnt receive the items until the beginning of August, August 1st.. We reached out to ***** with calls after that to tell her *** signed for the packages and they were damaged.

  after Trying to make these items work, as ***** told us they would for us. We reached out to ***** on August 11th and told him this was not working and we would like to return it. We would pay for shipping. Instead he added salt to the wound and said no but here is vinyl and ink. They are still sitting in boxes in my garage.

  here We are stuck with these items. After stewing on it. I wasnt going to let a big business scare me or take advantage of other small businesses, I left honest reviews and contacted bbb. You cant get away with lying. You are affecting people and their livelihood. ***** lied and you should have corrected your sales. Its not my fault she said I could return it. 
  

  ***** call me on 4.3.24 after I called and let him know Im not stopping. Also check that screenshot of that VM call, they lied in their review above. I contacted them with issues on August 11th not only in September. I didnt go away. I continued to get things fixed or for someone to hear my voice.  I want this resolved. I have that in an attachment too. He showed real concern and I should have known better. It was a Judas move. He played nice said yes I think we can get this worked out. Then said he went to his bosses and they said nope. That signwarehouse did nothing and that ***** has never made a mistake. We all know we arent perfect. Own up to it. We as humans make mistakes. Make this right. I was still willing to ship this on my dime. Eat the cost of the laminator even though I am sure it was broken when it was sent because it was the last one they have never restocked and it was the floor model. Again, I would eat those costs. Heck, I would drive it back since Ill be in ***** to see family soon anyways. Instead, they do not care about small businesses. Check their reviews. Everywhere is so low and under 2 stars because they dont care about their customers. And this again shows. Dont take my word. Do the research.

   

  also funny I checked their site and they dont sell these anymore.. I wonder why. Because they dont work as their advertise them to.

  

  Business response

  04/17/2024

  I apologize if this is redundant. Our previous reply to the customer's rejection included four image files, only two of which were uploaded. This is a summary of that response, with slightly smaller files attached.

  ************* rejection does not offer any substantial new information and it includes falseshoods. We have not removed the products she purchased from our website. One of them is simply out of stock. You can see them all here.

  PrismJET VJ24 printer and cutter bundle | ***************************************************************************************************************************************************
  

  EndurLAM 24-inch laminator | ******************************************************************************************************
  

  As noted in our first response, the customer's insistence on a refund for a $9500 equipment purchase because of damage to an $849 laminator is disproportionate. They are asking for a full refund simply because they were unable to make the transition from craft and hobby graphics to commercial level signmaking processes. They were unable or unwilling to overcome the learning curve.  Their complaints stem from attempts to print extremely complex images that needed to be digitally printed, then contour-cut. During extensive work with them by our tech support team, we demonstrated that the images could be successfully produced on their equipment by doing it in-house on the very same equipment they had purchased (see *********-Gay-BBBimage-01_1980x1729 and *********-Gay-BBBimage-02_1980x2640, attached).

  We even showed them how to manage the complexity of their designs by using features in the software, which was also part of the equipment bundle they purchased (See ************************* BBBimage 03 attached).
  The bottom line here is they were unable to make the adjustment and are unwilling to take responsibility for that failure. We sympathize with them, but this is not a valid reason for a full refund for the purchase of the equipment.
  

  Customer response

  04/18/2024

  I am rejecting this response because:   
  

  First, I let this go many times but now Im frustrated. My name is *************************. My name is not **********. It is Mrs. **** I would like the respect that you get my name correct.

  Also, if you read through all my messages you are well aware Im not arguing about the laminator I said Id eat that cost. I said that multiple times. Also, Im going off of what the sales rep *********************** told us on a call before purchasing that we could return the products if it did not work and we were told that many times. Address the real issue. The sales rep was wrong. The sales rep lied to get a sale.

  their Tech told us I had to change the size of my product. And that wont work considering I built the brand on the size I have. If you look up my business Im not a hobby business, that was rude. I actually provide for my family and make over $160,000 a year. Thats not a hobby, thats a successful business. 
  

  and this is where we go back again to *********************** told us we could return it. Thats why we let her charge our card. We would not have moved forward with such a big purchase if we didnt have that guarantee. However now we are stuck. Because of the sales rep lying and the company unwilling to fix their sales rep ******** We are here. I will not stop.

   

  My business uses ***** of vinyl every month. It refers customers where to buy vinyl. You have every reason to make this right and gain a customer for life, you would want me to buy vinyl from you. But instead of fixing what your sales rep did wrong, this is the hill you are willing to stand on. You are unwilling to pick up the phone and call me and hear me. Instead it came to this. 
  

  these machines are not being used. They are in my garage since they didnt work. 
  

  we even tried to show ***** what we were doing before purchasing but she said nope of this can wrap a car this can make tabs. But if she didnt really know then be honest. I appreciate honesty rather than taking my money and running.

  Ive done everything to fix this. Im willing to eat the laminator cost. Im willing to eat the cost of shipping it back. However thats not good evening. As *** stated since day one, *********************** your sales rep said we could return it before we purchased and after we purchased and now ***** and the president are saying no. Your sales rep lied. Fix this. Make it right.

  I wont be taken advantage of because you are unwilling to fix your sales rep ******** She lied. She wanted the sale before she left for her anniversary trip. She didnt know the companys return policy and that cost a business over $9,000. You cant run a company on a lie and not fix it. *********************** messed up. She might be a fantastic employee but we all mess up but we have to own it. Shes not 100% right all the time. No one is. However when she messes up, her company has to fix it. And here we are. 

  also the other pictures Ill attach again for you.

  

  Business response

  05/15/2024

  ***** has been with this company for 27 years and has hundreds of satisfied customers. She does *not* lie to customers. We have every confidence she did not tell ********** that she could return the equipment at any time.

  The request is denied. No further comment is necessary.
  

  Customer response

  05/23/2024

  I am rejecting this response because Signware house refuses to recognize what their sales rep told me before purchasing. In *****'s 27 years of service, she can't be 100% perfect. We are all human and we make mistakes however when your sales rep makes a mistake and promises that we can return something if it doesn't work for my business then the company is supposed to back up what the sales rep promises. She promised it twice. She is probably a fantastic person, however she was in a hurry as she was preparing to leave for her anniversary trip which she stated multiple times. We also told her if this setup did not work, we are interested in two different machines. The one we purchased for $10,000 or we were interested in a different machine that was $16,000. She told us the lower end model would do exactly what we wanted or if it didn't we could return it for a refund so we could look at the higher end machine. You are welcome to keep answering this post and I will be happy to be replying, but the facts I have stated are the facts. No matter how much you try to defend *****, these facts I have stated over and over again will always be constant. 

  

  Business response

  05/24/2024

  There is nothing new in Mrs. ***** response. Therefore, we see no need to reiterate what has been clearly stated. We do not make such claims and a return of her product is not warranted. 

  Customer response

  05/30/2024

  I am rejecting this response because after everything I have submitted they still will not take responsibility for their sales rep. *** fact that she lied to make a sale. I will not go away. You cannot lie about being able to return something if it doesn't work for your business then deny it because they claim their sales rep would never say that. She did. She said it twice. *** facts are the facts. This is shady business and they should be ashamed. ***y took money from a small business to make them feel big. This is unacceptable. This is not okay. ***n when they are faced with what their sales rep told us they fully deny it rather then trying to make it right. This equipment is sitting in my garage and after being lied to it will continue to sit there. ***** should be evaluated because after reading reviews on BBB you can see the history their sales reps have. This is not okay. This is shady. This is not how businesses run and not how businesses should take advantage of smaller businesses. Lying is wrong and we were taught that at a very young age. This is very disappointing. This is disturbing. This is disgusting. I continue to offer to send it back at my cost for a refund on the equipment and that is still what I want. I will eat the cost of shipping, the cost of the defective laminator. When I even showed pictures of *** signing for something I didn't sign for and how they left it in the sunlight and damaged. I even sent that to ***** without a response. I even sent it here. 

  Take care of your customers and honor what your sales reps ******************

• Initial Complaint

  03/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12-7-2023, I ordered a new MUTOH prism jet 54 gen 2 printer to replace my old MUTOH after 10 years of good service. After setting the printer up and trying to print jobs, I discovered several issues with the machine, profiles and LXI software that I purchased for this printer. I spent over $13,000.This purchase has been a nightmare with increasing loss of revenue, lost customers and mental distress to the point of losing my business. I have reached out to Sign Warehouse requesting a refund. They consistently say to try this, try that, its a learning curve, your media, your ink, your electrical system, our demo prints perfectly, I, finally after weeks of problems and lost business, made the decision, at my expense, over $1000 in total, to travel to their facility from my address in SC, 1100 miles, 17 hours of driving, to meet with their tech and manager, desperate for a solution. While there, they realized their demo along with another onsite printer had the same problems, after nearly 2 days of troubleshooting, along with my input, this particular problem was alleviated to an acceptable degree. I discussed the software program issue and their tech said someone is working on it. II set the printer back up, using ICC profiles and settings they suggested and started a print. Then other issues arose. I cannot have confidence in this printer or their tech support and cannot continue testing and tweaking as they said. It has cost thousands of dollars of lost business, revenue and has damaged my reputation for providing my customers a superior product. I have requested a refund of this printer and have been told, too bad, no refund, keep working on trying to get it to work, or hire a very expensive firm that can produce custom profiles for you that might make it work. We cannot invest even more money into making this lemon work as it should. This has caused much mental distress for me and my business partner. We are facing bankruptcy due to this

  

  Business response

  03/04/2024

  This is a bit of a disappointment. ********************* issues have nothing to do with the quality of his machine. He is simply dealing with a lack of expertise in color management.

  ***************** contacted us about some issues he experienced with a specific file. During conversations with our product support technicians we learned that he was using an 'off brand' third-party print media for which we do not have the essential ICC profiles. (***************************************************************************************************). So we sent him some premium quality print media at no charge so we could eliminate this variable. When he used this media with the profiles we have supplied, most of his issues were resolved.

  He had one particular file that exhibited a separate color shift issue and felt that there was a mechanical flaw with the printer. We invited him to bring it int to be examined with the promise that we would replace or repair it under warranty. It should be noted that the terms under which we scheduled this visit with ***************** were misrepresented by his parents who arrived with the incorrect expectation that they were bringing the printer in to be replaced with a new unit. I reiterated to them that my agreement with ***************** was that we would have the printer for two days and examine it thoroughly, and replace it if we found any defects that warranted a warranty replacement.

  When we received the printer, we examined it thoroughly and found no defects. We did however find that the file in question had defects that were causing some of the issues, so we consulted with him extensively on how to manage the design process and software settings to resolve these.

  During this visit, we spent a full day with the customer during which time he had access to our printer technicians, product coordinator, and director of product, all of whom offered advice on how to manage the software and settings to address his concerns. 

  We also sent him home with a full set of ink cart and a full roll of media. This amounts to over $640 in free supplies.
  The following week, he contacted us with another color management problem which our technicians addressed.

  Throughout this process, ********************** parents were aggressively intruding into the support process and demanding that we replace the printer and/or offer them a full refund. We have consistently advised them that there is nothing wrong with the printer, and that these issues are part of the process of learning to run a commercial sign company.

  It is our belief that the lack of understanding of these processes is the root of the customer's problems, and that the pressure and impatience coming from his parents is the source of this complaint.

  We continue to offer the customer the full support he needs to better understand and master these processes.
  

  
  

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nothing but problems.I put all the vinyl in my cart during checkout I clicked on the "shop app" for payments. It sent me to that page, I set it up, continued with checkout, selected the payments. It didn't give me the new customer coupon because while I set up shop all the coupons were used so I lost that. I hit checkout, it took all $200+ out of my account, not the payments. I get an email green was on back order, when messaging them most were. This should have been made clear before checkout. They guaranteed I would get all of it by the 28th (the day I needed it). I was told o would get a gift card for all my troubles (never got that) all my vinyl did not show up it took multiple emails to get my refund. I mentioned the gift card several times and every time they ignored that question. I never did receive it. Very disgusted.

  

  Business response

  11/09/2023

  Thank you for letting us know the problems you experienced with your order from SignWarehouse. I am so sorry to see from your review that you have experienced these issues with our CS department. 

  We have sent out the gift card that was promised you today. It was created on October 10th, but it was not sent.

  Thank you again for bringing this to our attention, and again, our apologies.

  Sincerely,

  SignWarehouse CS Department.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order showed delivered by ****** The picture ***** provided was not my porch.I contacted Signwarehouse. ************ replied and told me to stop working and go walk around looking for it that she could not do anything for 72 hours.I asked ************ to do what I do for my customers, call ***** and ask for the *** location of where it was delivered. ***** will not do this for the customer before 72 hours, but they will do this for the shipper while the shipper is on the phone. **** refused to, said that was not their policy.After several unhelpful exchanges she told me they would contact me in 3 days. 3 days later I was able to get the *** information from ****** It was not delivered to my house but at this point it had potentially been sitting on someone's porch for 3 days and it had been raining.So, 3 days after my problem started, I walked to the address, that person does not even use their front door, they go in and out of their house through their side entry garage. *** was not there.I asked the homeowner of they had it, she did not but said she would ask her teens when they got home.I called; I informed the lady that ***** had confirmed it was not delivered to my house.Then a few minutes later I received an email from Signwarehouse saying they were closing the case since the order was delivered.I no longer need the product, **** refused to help me with replacement material while a search was done for the original shipment so I asked ****** to send me material out since I needed it for an order and could not wait 3 days.

  

  Business response

  12/03/2023

  After filing a claim and receiving no relief from the carrier, we authorized a full refund for the customer.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a cutter from them (6/17/23) that when turned on for the first time ever 3 days after receiving it did not work. (Received 6/22 and turned on for the first time on 6/26. The control panel did not then when buttons pushed and one of the pins springs did not work to move it up or down. The company said they would replace the machine but I would be paying to ship it back to receive the replacement. I already paid shipping once and did not receive a working machine. Their answer was once I sent a receipt showing the shipping they would reimburse in the form of a gift card. I already paid and who is to say I want anything else from this company to use a gift card on? They stated they insured the product with their shipper so then I said this must be a way to make money for them as now I have to pay again and I am sure they will go back to their shipper and demand funds for damaged product they are replacing. And also acting like it is them doing me a favor replacing a product that came in a non working condition.They should reimburse me the money I have to spend on shipping in the form of money not a gift card. I didnt pay them in a gift card form to ship me a product that doesnt work. This is their shipper issue and they should go charge them not the customer who received the broken product. And I was told since I wasnt home when it was received they cant track that is was damaged. I would not have plugged it in and tried it when the shipper dropped it off to know right then and there either. the package did not look damaged and I believe this product has not worked since before shipping to me. The company is taking no responsibility on their end to make the situation correct for a new customer that will not be a long term customer at this point nor will they be getting any good reviews or advertisement passed along by me to other business partners or individuals. I simply did not want to pay more for something that came broken. They should pay shipping.

  

  Business response

  07/12/2023

  The customer's complaint is mostly factual. She did receive a defective product. She purchased a MUSE Artisan vinyl cutter. We test all of these prior to shipping, so we know that it was in good working order before we shipped it. However, for reasons we do not fully understand, the pandemic has caused a much higher incidence of damage from our carriers, both *** and ****** Because of this, we have begun insuring all equipment. That has reduced the problem, but not eliminated it. It is likely that the product was damaged in transit. But, since the customer did not note this upon delivery, we cannot file a claim for damages. This is contrary to her assumption that our return policy is based on a desire to recoup funds from the carrier (please see attached).
  

  As noted in the complaint, we have offered to repair or replace the product  under warranty. There will be no charge in parts or labor to the customer. However, we require that she return the product to us so that repairs can be effected by our technicians.  We certainly understand and sympathize with her objection to paying for return shipping, but -as noted in the complaint - we have offered to reimburse her for this expense in the form of a gift card or store credit.
  

  In years past, we offered a courtesy of  return labels to customers in these situations so that they could return equipment at no cost to them. Unfortunately, that option does not allow the product to be insured on return transit and we have experienced several cases where returned equipment is damaged beyond repair by the carriers. This of course takes a bad situation and makes it worse. So we have updated our return policy to require insurance for equipment being returned. This reduces the likelyhood of further loss or damage.

  We feel that we have treated the customer fairly by offering to repair her product and to reimburse her for the cost of return shipping. In our opinion, she is simply being unreasonable and this claim should be dismissed.
  

  Customer response

  07/12/2023

  I am rejecting this response because:   I am not being unreasonable. I am asking to be reimbursed the MONEY for shipping I spent. Not given a gift card for you to make another sale to be of your product. Also makes it appear youre selling more things that you arent. I may never buy another thing from you but now I will end up purchasing $75 worth of items to get my reimbursed shipping costs. So I am out another $75 CASH VALUE and your sales are increased revenue by $75 because of your generosity.

  you can keep your policy and change the reimbursements to **** cards or checks paid back to the consumers but instead make them continue to buy from you because to get my $75 I will use the gift card but nothing will come to $75 exactly and I will have to pay shipping yet AGAIN on those items. So it still looks like a win win for you and I still have had to spend $75-100 more CASH money than my original purchase.

   

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered one roll of white printable vinyl from this company. I use this to print several large sunflowers two out of five randomly were defective. I cant see this being my machine because it didnt happen every time I sent the pictures for you to see. I want a refund on the vinyl and my shipping. This is not usable for me. When I spoke to customer service, they said that it was my machine And not their problem.

  

  Business response

  06/28/2023

  The customer is using a desktop inkjet printer for use on a print media designed for large-format, commercial grade printers. The media is intended for use with solvent and eco-solvent inks. This is clearly indicated on the product page on our website.Here is the product description online, which can be found at ******************************************************************************************************.

  "PrismJET 201 is one of our top-selling printable vinyls. PrismJET 201 is a matte calendared printable vinyl that is ideal for a wide range of indoor and outdoor applications. This 3.4-mil intermediate printable vinyl is ideal for high resolution photorealistic prints and graphics. Supporting rich vibrant color, PrismJET 201 features a bright white face film, a clear permanent acrylic adhesive, and is top-coated for use with solvent, eco-solvent, screen printing, Latex, and UV curable inks..."

  Desktop printers do not have solvent based ink (see link below for a blog article from our website that explains this in detail). They use aqueous (water-based) inks that require top-coated media. This media is not top-coated and is not suitable. The fact that some of her prints worked does not logically indicate that all of them *should* work. Therefore, there is no defect here. She simply made a poor choice based on her lack of knowledge of the limitations of her equipment.

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

   

• Initial Complaint

  03/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On January 12, 2022 I purchased a cartridge of eco-solvent printer ink. It was one of the few remaining 3A inks in stock for the Mutoh 1624X. It was a cyan color cartridge. My Mutoh takes a Cyan. When I received the package, I w received a light cyan which is not compatible with my printer. For some reason they had cyan and light under the same item/ part number. Whether I ordered the wrong one or whether they sent the wrong one, the fact of the matter remains that they would not take it back. They told me that it went against their return policy and that they would not be able to help me. I've been dealing with this company for the last 15 years and this is the worst it's ever been.

  

  Business response

  04/20/2022

  Business Response /* (1000, 5, 2022/03/25) */ On 1/12/2022 you ordered a Light Cyan ink cartridge. It was delivered to you on Friday, 1/14/2022 at 11:08 A.M. Sixty days later you informed us that you had ordered the wrong ink. We are not able to accept returns beyond the 30 day return window, especially on toners and inks. If you had informed us within the 30 day window, we would have been able to accommodate you. Additionally, you abused our Customer Support team by calling them "stupid" and "Nazis". That abusive behavior is intolerable.

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered in July 29th of 2021 and was told part of my order was on back order, even though it was listed as available/in stock, they said it shouldn't take long to get in, so I told them I could wait. I just got it 10/18/2021 and when I went to open the package, the vinyl was wrinkled and unusable, I was told it is called 'tunneling' which is frequent to happen to this type of vinyl, which ive ordered this brand for the past 3 years and I have never had this happen. Once I took it out of the package I realized it was NOT the vinyl I ordered, it was actual red glitter under a clear layer of vinyl. I ordered Red, Blue and Gunmetal, gunmetal was exactly how all of the other vinyl I have purchased is, no actual glitter, just the vinyl with the holographic flake printed on, the red and blue are the only two that have actual glitter under a clear layer of vinyl, all 3 colors were purchased from the same product page, they told me in an email "We do not believe you got the glitter gunmetal" but as I said, however, I sent them picture PROOF of what I got and if you search their website for 'gunmetal' their is only ONE product available in that color, which is the one I ordered! so how would the I have received the wrong gunmetal when it is the only one available? gunmetal was NOT the wrong thing, the BLUE AND RED were.. When I contacted the customer service they told me that basically, "it is what it is" and I was not offered a refund, replacement or any sort of amendment to their mistake. I spent $330.80. I have not used the vinyl yet, so I offered to return these rolls for the correct rolls, or return them for a refund and they declined my offers and kept shutting me down every time I said the product was incorrect. They have plenty of other bad reviews for similar issues. They do not take responsibility for their mistakes. I have been going back and forth with them since it delivered, almost 2 weeks... no resolution.

  

  Business response

  01/24/2022

  Business Response /* (1000, 11, 2021/12/09) */ If ******* ***** will return the all the items in the order back to us in like new condition we will be pleased to refund to her the order amount. The order amount was 330.42. She is responsible for the return shipping. She should return the items back using this RMA number: XXXXXX

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Software program from this company and I recently had to reinstall the software. After reinstalling the software I suddenly had a issue with a certain part of the software program being to big on the computer screen. So I filed a tech support ticket in the afternoon and got a response the next morning. The issue is with the program software I purchased through Sign warehouse. The tech asked what cutter I had . Me being honest told them it was a cutter I bought off Ebay. Once they seen this in the message they told me they couldn't help me with the issue as the cutter wasn't purchased through them. My problem with this answer is that it's not the cutter I have the issue with. It's the software LXI that I purchased from Sign Warehouse. Yet after repeated times trying to explain this they just kept telling me they couldn't help. I called the company and got the same results from the ladies on the phone. They basically called me liar saying I hadn't sent new Tickets but I did.

  

  Business response

  11/01/2021

  Business Response /* (1000, 5, 2021/08/23) */ ***** ******** AKA Riverside Banners has LXi software that he insists he purchased from SIGNWarehouse, but he can't provide a SO# showing the purchase nor can we find a SO# in our records. He is using an HP Laptop computer based on a picture he had sent to use. The screen resolution on his laptop is not adjusted (or cannot be adjusted) high enough to see the entire Cut/Plot Screen. This appears to be because of the limitations of the display on this laptop/notebook computer. Simply put, he is using a laptop that does not have high enough screen resolution. This problem will not be solved until he has a laptop with high enough screen resolution. This has been explained to him in at least two emails to him. When he did not get the answer he wanted, he began to repeatedly call the Customer Service personnel using foul and abusive language. Because of his repeated foul and abusive language, we will not provide him with further support.

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