Complaints

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

• Initial Complaint

  Date:11/01/2024

  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.

  I ordered a laminator from USCutter and it is not working correctly. We would just like a refund in full amount with shipping included since it does not work. We have gone back and forth with the company and they are not helping us to resolve this problem.

  

  Business Response

  Date: 11/04/2024

  We have discussed this potential Warranty Issue with the customer and offered to replace the machine for him right away if indeed there was a manufacturing defect. He preferred NOT to do this and simply wanted to return it, which we have also indicated we are willing to facilitate. A Standard Return entails the customer take responsibility to ship to us and pay a nominal restock fee. So far he has chosen not to do that as well. Once the customer decides how he would prefer to proceed we stand ready to replace the machine on warranty, or accept his return within the next few days as would be within our normal return policy. **************************************************

• Initial Complaint

  Date:09/21/2024

  Type:Product 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 am writing to file a formal complaint against ********** regarding a misleading shipping option and their refusal to refund my payment for overnight shipping.On September 6, 2024. I placed an order on the ********** website and selected the overnight shipping option, which cost me $33. The website indicated that overnight shipping was available, and I expected my package to arrive the next day, which was a Saturday. However, I was later informed by ********** that they do not offer overnight shipping through ***** on weekends. Consequently, my package did not arrive until Monday, September 9, 2024 Despite the clear indication on their website that overnight shipping was available, ********** refused to refund my $33.88. citing their policy of not shipping on weekends or offering overnight shipping. This policy was not clearly communicated on their website at the time of my purchase, leading to my confusion and inconvenience.I have attempted to resolve this issue directly with US Cutters, but they have refused to provide a refund and I made two attempts, and was ignored. I believe this practice is misleading and unfair to customers, and I am seeking your assistance in resolving this matter.I request that the Better Business Bureau investigate this issue and help facilitate a resolution, including a refund of the $33.88. I paid for overnight shipping, but I could have opt to receive my package free or less for US ground. For any packages over Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,

  

  Business Response

  Date: 09/24/2024

  This shipping charge has been refunded to the original form of payment. Unfortunately USCutter cannot control the policies and performance of *****, and we cannot adjust our system to 'turn off' offerings of Overnight Delivery for Fridays if a customer is in an area ***** will not make a weekend delivery to, and weekends when we are out of the office and not processing orders. We have to go on the assumption and understanding that most customers will realize these deliveries will be made on the next business day. I am very sorry that this resulted in a disappointment for this customer, and trust that the shipping refund is a sufficient resolution.

  Customer Answer

  Date: 09/24/2024

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

• Initial Complaint

  Date:08/31/2024

  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 am currently on my third DTF printer. Now the third printer is also not working correctly. I have done all the trouble shooting that they have suggested and still is not printing correctly. When mentioned about canceling the contract they stated that they could not do that. I prefer not to have to keep working on the printer every other time that I want to print something.

  

  Business Response

  Date: 09/04/2024

  I called and spoke with the customer about his situation, which is totally legitimate and very unfortunate. I am just sorry I had not heard about it prior to escalating to BBB.  The concern was that this was a purchase that was financed several months ago. While 'unwinding' deals such as this can be unpleasant and difficult for all parties involved (including the customer) I let them know we are entirely willing to work with him to get this rectified for him and have put wheels in motion to do so. While refunds on finance orders can be a bit more difficult and take more time, this should be completed sooner than later!

• Initial Complaint

  Date:05/17/2023

  Type:Delivery 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.

  Orders ******, ******, ****** and ****** ALL were delayed, NOT shipped the same day as advertised. Order ****** is the latest attempt at insulting my intelligence. Order ****** was placed on May11th at 8:11am I was sent a shipping notice from USCUTTER on May11th at 5:16pm the only problem is, IT WAS NOT SHIPPED, the shipping label was printed and *** didn't pick the package up until the following afternoon. I NEVER have this issue with your competitors.H and H charges an extra fee for Rush Processing to guarantee shipping same day. I don't have a problem paying the extra fee and it's up to me if I want it or not. When I pay extra I am guaranteed it will be in ***'s hands AND in their system on that day NOT the following day ************* does not offer same day shipping but if I place an order in the morning it ships that evening, I not only get a shipping notice from ************* but I also get a shipping notice from *** that the order was picked up and it is on the way.So now I'm left with, either this is a personal attack on me via my orders or your shipping staff / shipping management is actually this incompetent. If USCTTER doesn't want my business have the guts to tell me and will happily move on.

  

  Business Response

  Date: 05/17/2023

  While we are still able to ship the majority of our orders same day, ****************** is correct in that we have encountered some issues with orders shipping same day since the migration to a new software system on March 21, which coincides with the first order mentioned in this report. 
  While we think it is fair to indicate Same Day Shipping in general, this can not be necessarily an absolute guarantee as any number of things could preclude an order from going out, such as an inventory error, necessity for material conversion from a larger roll to a smaller roll, courier issues with being able to fit on their truck, weather events, etc. 

  That being said, I did call and leave a voicemail message for ****************** explaining that we did this software change on March 21 that negatively impacted more shipments than we would have liked. We continue to root out causes for these service failures and continue to rectify them to get closer to our shipping goal prior to this software change. We recently created some new reporting that will help to illuminate this exact problem so we can more effectively get these orders out and prevent them from any delay. 

  In my message to ****************** I let him know that we want to do whatever we can to make this right for him, and I have given him my personal extension so that he can reach out to me when he makes his next order and I can escalate it to make sure it goes same day. 

  
  

• Initial Complaint

  Date:02/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a uninet 560 printer from US cutter $3800 plus finance charges with clicklease . Printer arrived Dec 28th . And did not work correctly called and reported the issue immediately. Was sent to uninet for customer support and after having to wait 3 days for help and 79 emails later I was sent back to Us cutter and I have heard every excuse under the sun have close to 90 emails with them not sure how many you phone calls and have ask countless times for a refund to the **************** And for a shipping box to return this printer. US Cutter was going to replace this tell I ask them on Tuesday of this week how much longer it was going to take. All have done is waste my time and cost me money .. they they refuse to do any thing. Trying to say it's to risky to ship it back ,,they can't take it back be because ink cartridges was installed and they failed to realize they shipped it to me with cartridges installed.. I am now going to have to get a attorney involved in this to make them do what is right and to save my credit as I refuse to pay for this. I have all emails from us cutter , uninet and well as clicklease . Uninet. And ***********. Kick this back to US cutter every time. . Will be more them happy to show all emails ...

  

  Business Response

  Date: 02/20/2023

  ********************** did indeed finance the purchase of a Uninet printer from USCutter. We worked to support his project with that printer for several weeks in partnership with support from the manufacturer.
  The technical support group at Uninet let us know that the issues the customer was having were not the result of anything wrong with the printer, but rather with the quality of the files that were being printed. To get the results the customer wants he would need to use higher quality vectorized images rather than poorer quality rasterized images such as might be taken from the internet.
  Financed orders become more difficult to return or make changes to, due to the involvement of the third party and contractual obligations the customer has entered into with them. Further compounding the issue is the fact that the customer had discarded the original packaging, against the advice of retaining original packaging for the possibility of needing it for a warranty return to the manufacturer.
  The manufacturer has determined this is not a warranty issue or product defect. The customer simply needs to use higher quality files for printing and it will work fine. I have let him know that we will continue to support his efforts to get the quality of prints he needs.

  Customer Answer

  Date: 02/20/2023

   
  Complaint: 19426074
  
  I am rejecting this response because: more lies form us cutter  and and ************** have it an emails from their technician ***** there is something wrong with prolift software I also have documentation from three other people who use the same trainers same Pro ripped software from on ******** that's the all weekend with me comparing Falls my phone's work and their printers no issues their files do not work with this printer whatsoever same I've been doing I also have proof where ****** was going to replace this with something else until he found out I no longer wanted anything to do with him or his company this is the second bad printer that has come from US Cutter I will be more than happy to land over all of the emails to whoever before I hand it over to my attorney at 9:00 a.m. in the morning and yes I am suing us Cutters if they do not refund my money
  
  Sincerely,
  
  ***************************