Complaints
Customer Complaints Summary
- 366 total complaints in the last 3 years.
- 127 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/22/2025
Type: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.
Order #US258117523 Epson Ink Maintenance Box T04D1 (T04D100). Cost of order: $10.81. The order was shipped by Epson July 15, 2025 via *** Ex Ground Economy Shipping. The Fed Ex Tracking Number is: ************. According to the *** Ex Tracking, the package was delivered to the shipping address provided on July 18, 2025. The shipping address is: *******************************************************************************************. The shipping address is a private mail box located inside a ************** Store #****). The package was not delivered to the shipping address. The *** Store staff indicated they do not have the package, and never received the package on July 18, 2025 from *** Ex. On July 19, 2025 I followed up with The *** Store(#****), the do not have the package. I contacted *** Ex on July 21, 2025 at 4:55pm, I spoke with a Customer Service **** named *****. ***** indicated that Epson will have to email *** Ex to initiate a claim. I contacted Epson earlier on July 21, 2025 at 4:16pm. I spoke with a Customer Service **** named **** *** related that the above information will be forwarded to management, who will contact *** Ex to file a claim and initiate an investigation as to the location of the package.
Business Response
Date: 07/22/2025
Thank you for reaching out to Epson America. Per Epson's records and the customer's recognizing Epson will contact ***** to initiate a claim, a representative willl keep the customer updated.
If the customer has additional questions, he may contact the Epson Store.
Sincerely,
The Epson TeamInitial Complaint
Date:07/10/2025
Type: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.
Someone fraudulently used my card for the second time. Now when I call customer service they just hang up.Business Response
Date: 07/11/2025
Thank you for reaching out to Epson America. Epson has no record of the customer.
The customer may visit the following site: **************************************************
Sincerely,
The Epson TeamInitial Complaint
Date:07/09/2025
Type: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.
Ordered an Epson Black ink cartridge #*** as a replacement for my Epson WF2950 printer, serial number **********. The ink cartridge package was damaged when I received it and apparently so was the actual cartridge. I replaced all 4 cartridges the same day, but the black ink was empty in 2 weeks. I called Epson at ************ and was told by an employee named Elni that the number I needed to call was ************ and that she would transfer me. A young man named ***** answered and was immediately rude and kept insisting I gave him a reference # which I was not given. I tried to convey my problem to this young man, but he was unwilling to listen to me. I was requesting that they replace the black ink cartridge, but due to his rudeness and refusal to listen (he kept talking over me and would not allow me to speak) I told him never mind and said goodbye. The reference number ***** gave me was #************. I was simply trying to get them to replace the damaged cartridge.Business Response
Date: 07/10/2025
Thank you for reaching out to Epson America. A representative has contacted the customer.
Sincerely,
The Epson TeamInitial Complaint
Date:07/08/2025
Type: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.
******* uses ink pads that can only be replaced by an authorized dealer. Support suggested I buy a new one at a discount, not happening. Only lasted 2 years and now is completely unusable. This is an unacceptable practice, implying a bait and switch practice. The closest repair shop is 61 miles away, cost including shipping $124.00 (not including my cost to ship to shop) for a $300.00 printer.I will never buy another Epson product.Business Response
Date: 07/16/2025
Thank you for reaching out to Epson America. We appreciate all feedback. The customer can refer to the EcoTank ET-4800 User's Manual, page 240.
************************************************************************
Sincerely,
The Epson TeamCustomer Answer
Date: 07/18/2025
This is totally unacceptable. Epson didn't bother to even read the complaint. It does not address the issue. The printer must be repaired by an authorized dealer, which is cost prohibited. The consumer is not allowed to make the repair. Posting the response to go to manual for error messages is redundant and a slap in the face. I had already called Epson about the problem. That is how I found out about the printer pads. The downloaded temporary by pass did not install and will not install. This printer is a total waste of money.Business Response
Date: 07/21/2025
Thank you for reaching out to Epson America.
f the product is out of warranty, the pads can be replaced
by any Epson authorized service provider. The waste ink pads are not a user-replaceable part.Sincerely,
The Epson Team
Initial Complaint
Date:07/06/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Since the last firmware update the printer cartridges that I have been using have stopped working. I thought that this was illegal.Business Response
Date: 07/07/2025
Thank you for reaching out to Epson America.
Epson periodically provides firmware updates to address issues of security, performance, minor bug fixes and ensure your printer functions as designed. Your printer was designed to work only with genuine Epson ink cartridges, therefore some updates may affect the functionality of third-party ink. Non-Epson branded or altered Epson cartridges that functioned prior to a firmware update may not continue to function.
Sincerely,
The Epson Team
Customer Answer
Date: 07/07/2025
I believe that there were two acts passed that allow me to use third party inks without interference from the manufacturer.Business Response
Date: 07/08/2025
Thank you for reaching out to Epson America. The customer may refer to the printer's Start Here-Installation Guide, User's Guide and warranty statement.
Sincerely,
The Epson TeamCustomer Answer
Date: 07/08/2025
I want to be able to use my printerInitial Complaint
Date:06/30/2025
Type: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.
**To Whom It May Concern,** I am writing to formally complain about the ongoing issues I have experienced with an Epson SC-F570 printer purchased from Image Spectrum on October 9, 2024. The printer was sold to me by ***** ******* for $2,779.40, with the intention of using it to produce apparel and other items featuring my artwork. Initially, the printer performed well, but after approximately three months, I began encountering severe problems. The prints started smearing as if the ink was not drying properly. Despite spending countless hours troubleshooting and contacting Epsons customer service, the issue persisted. Epson eventually agreed to replace the printer under a warranty process that required a credit card hold. The replacement process, which took 710 days, proved to be the beginning of a frustrating cycle. The first replacement printer failed to print altogether. After extensive diagnostics, Epson sent a second replacement, which also malfunctioned. It was only after being transferred to an advanced printer diagnostics specialist that I learned the printer had incorrect firmware, rendering it unusable. The specialist arranged for a third replacement and a new maintenance box, as the previous maintenance boxes (costing $40+ each) were depleted due to repeated diagnostic checks. The third replacement printer arrived marked as "Epson Certified ReNew," but it was defective upon arrival. The printer head emitted a loud thumping noise, the cover was improperly attached (with two clips missing), and the paper tray was broken, making it impossible to load paper. This marked the fourth printer I received that was ***************** this point, I am exhausted by the lack of resolution and the poor quality of service.Business Response
Date: 07/01/2025
Thank you for contacting Epson America.
Epson does not provide refunds.
Our Advanced Support will be reaching out to the customer within ***** business hours for further assistance.
For an immediate response at your convenience, please call ************ Monday-Friday 7am-4pm, select opt 2, and request for Advanced Support.
Best Regards,
The Epson Team
Initial Complaint
Date:06/25/2025
Type: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.
Actual Warranty Received Doesn't Match Advertised Warranty Purchased a new Epson printer from ****** that was delivered on May 7, 2025. The printer is advertised to come with a 1 year warranty.When I registered the printer on the Epson website, the warranty registration date shown is Feb 27, 2025, not the date that I purchased/received the printer. So the actual warranty is less 1 year.I contacted Epson support via email (Incident/Reference#: 250513-002510) and provided the information they requested (picture of the serial number, and a copy of the receipt/delivery notification), but then was told I had to call support.I subsequently called support (Ticket/reference #************) and was told that the existing warranty date shown corresponded to the manufacturing date. I then was told they updated it, but it would take 1 month for it to reflect the updated date in their online system.)Waited the required 1 month, no change to the warranty dates in the system. Called support again, and was told a different story - i.e., that the system date doesn't matter, instead they (Epson) would use my purchase date if I had an ******** I received completely different answers each time I emailed/called support, I want to have documented proof of my warranty in their system instead of spoken assurances which may or may not be accurate.Business Response
Date: 06/25/2025
Thank you for reaching out to Epson America. A representative will be in touch with customer shortly.
Sincerely,
The Epson Team
Initial Complaint
Date:06/24/2025
Type: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 an EPSON ET-4760 on 5-15-2024. (certified refurbished) The printer control panel would not come on. I contacted EPSON and they sent out a replacement, and I sent the original one back. I tried repeatedly to set up the printer wireless WITHOUT success. .Recently I was able to print via the "wifi-direct", but the printer will not wake up to print. It is VERY difficult to contact EPSON except for sales or returns. I want to speak to someone at EPSON for assistance. It is pointless to advertise a wireless printer if it doesn't work.Business Response
Date: 06/25/2025
Thank you for reaching out to Epson America.
A representative called *********** to offer technical support.
Sincerely,
The Epson Team
Initial Complaint
Date:06/18/2025
Type: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 an Epson printer that is an all in one, will not take pages to fax. Returned 1 one I bought thinking might be a defective. 2 one still won't take papers. Keeps telling me paper jam want a refund to purchase a printer that worksBusiness Response
Date: 06/20/2025
Thank you for contacting Epson America.
Epson does not have a refund policy. As stated in the warranty agreement, if the unit is proven to be defective or is experiencing a hardware failure, Epson will replace the printer within the warranty period.
Mr. ****** may contact Epson Technical Support at **************, option #1.
Epson Customer Relations
Initial Complaint
Date:06/17/2025
Type: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 an Epson P900 printer on 12/30/24 - serial # **********. ********************** offered a $200 rebate in the form of a credit card if the purchase was made before Dec. 31, 2924 and a rebate claim was made within 30 days. On January 11, 2025, I mailed, by certified mail, a completed rebate form with proof of purchase. Tracking number **********************. I did not receive the rebate. On April 2, 2025, I called the number at the bottom of the claim form ************** to determine the status of my claim. A recorded message that stated that they found my claim and I should receive the card in approximately 5 days. To date, I have not received the rebate.Business Response
Date: 06/18/2025
Thank you for reaching out to Epson America. An Epson representative will be contacting the customer.
Sincerely,
The Epson TeamCustomer Answer
Date: 06/20/2025
Epson stated that a representative would contact me soon. They have not. More stalling. Back in April 2025, they said I was entitled to a rebate and it would be sent in 5 days. I dont need a representative to contact me, which no one has - just send me the rebate.Business Response
Date: 06/23/2025
The customer's concern has been forwarded to the appropriate department for review. The customer does not want a courtesy call.
Sincerely,
The Epson Team
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