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: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.
Our non-profit bought an Epson v600 scanner and discovered it had a bubble in the glass. We contacted Epson who said they would send a refurbished model and we said no we want a new model because thats what we bought. The representative said theyd need approval for that. After several calls following up we told them we were recording the call and they said they would send a new model. They lied because a model with a refurbished sticker, along with a chip and foggy glass was sent to us. We emailed them and have waited patiently for weeks and theyve failed to respond.
Business Response
Date: 06/17/2025
Thank you for reaching out to Epson America. Typically, Epson does not provide new replacement units. Please refer to the Perfection V600 ************* Warranty Statement.
As a goodwill gesture, Epson offered a new unit as one-time exception. Despite our efforts, there are no new units in stock.
Mr. ****** is more than welcome to contact ******* for other options available or he may contact Epson to process an exchange. The replacement unit will be refurbished.
Sincerely,
The Epson TeamCustomer Answer
Date: 06/17/2025
I have a phone call with Epson that is recorded where I was guaranteed a new unit. Failing to reach out and say we dont currently have a new unit to send is on Epson. But as I was guaranteed a new replacement unit, if Epson refuses to follow through on what they promised, then Ill have to reach out to our attorney. Epson needs to take responsibility for their defective unit and their promise. Particularly since they are clearly incapable of sending out a refurbished unit that doesnt have issues. It looks like someone rubbed grease on the inside of the glass and you cant clean the bottom side of the glass without taking the whole unit apart. Thats not refurbished, thats bad business and fraud.
Business Response
Date: 06/18/2025
Epson does not provide new replacement units. Please refer to the Perfection V600 ************* Warranty Statement.
As a goodwill gesture, Epson offered a new unit as one-time exception. Despite our efforts, there are no new units in stock.
Mr. ****** is more than welcome to contact ******* for other options available,or he may contact Epson to process an exchange. The replacement unit will be refurbished. Epson would be more than happy to perform a thorough quality check prior to sending a replacement.
To move forward, please contact Epson Technical Support.
Sincerely,
The Epson TeamInitial Complaint
Date:06/13/2025
Type: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.
At first, I received my printer damaged and contacted Epson about this. They fulfilled a replacement but after receiving the replacement. I changed my mind, so I returned both printers with the label they provided. Both trackings show delivered to their warehouse and I have been calling constantly for an update for the 3 weeks. The support is terrible and they keep telling me to wait and a refund would be processed. As of June 13, still nothing. This is my last attempt to get a refund from this company or else Ill dispute this with my bank. How horrible could your warehouse team.Business Response
Date: 06/16/2025
Thank you for reaching out to Epson America. Our records indicate both printers were received. The approval for credit to the customer was cleared today (06/16/2025). The customer will see a credit on his credit on his next billing cycle. The customer may reach out to his financial institute to confirm billing cycle turnaround time.
Sincerely,
The Epson Team
Customer Answer
Date: 06/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********** ***
Initial Complaint
Date:06/08/2025
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.
I'm not happy lady on the phone I'm out warranty still don't help me any ways give me new workforce printer epson one time replacementBusiness Response
Date: 06/10/2025
Thank you for reaching out to Epson America. Our records indicate the customer's printer is out of warranty. As a goodwill gesture, Epson provided a discount towards the purchase of a new unit.
Sincerely,
The Epson TeamInitial Complaint
Date:06/04/2025
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.
******* was purchased on 04/17/24 and has a 2 year warranty. We contacted ************ and were told to contact the manufacturer. We have made several calls to the manufacturer and they determined the printer was defective and agreed to replace it with a refurbished printer and we did not want a refurbished one we wanted a new printer and they agreed to send us a new printer but did not have one in stock and to call back at the end of the week to check on inventory. We have called 3 times to check on availability for a new replacement and have been told it was not available. We contacted Epson retail and they informed us they have one in stock but customer services says the warranty department cannot use one from retail they have to replace from their inventory. We ask for a refund so we could buy a new replacement from their retail store but they said they could not do a refund. We paid full price for a new printer that ended up being defective and we feel they should replace with a new printer or give us a credit(refund) for the difference in price between a new printer and a refurbished one or give us a full refund.Business Response
Date: 06/05/2025
Thank you for reaching out to Epson America. Our records indicate the unit was recently exchanged. If the customer has additional questions or concerns, they may contact Epson Technical Support.
Sincerely,
The Epson Team
Customer Answer
Date: 06/05/2025
Their resolution was not an acceptable resolution! They promised to replace with a new unit and they are sending a refurbished unit, which is completely unacceptable. I purchased a new brand new unit, the unit they originally provided was defective in many ways and I should not have to accept a replacement unit that was used and refurbished. Not to mention, the supervisor agreed to replace with new unit, yet they now refuse to follow through with that commitment. This practice of shipping defective product and replacing with used refurbished machines is like stealing from their customers!!! So either they replace my printer with a brand new one, give me a full credit or refund me a 50% discount for replacing my brand new printer with a used/refurbished one. *****Business Response
Date: 06/10/2025
Thank you for reaching out to Epson America. Unfortunately, we are unable to provide a discount or replace the unit with a new printer. The customer can refer the the Epson Limited Warranty statement.
Sincerely,
The Epson Team
Customer Answer
Date: 06/11/2025
I reject Epsons response, the manager committed to replace the printer with a new unit, which are in the notes in their system. Epsons warranty policy is unjust and others buyers should be made aware that Epson doesnt take responsibility for their defective product because they are trying to replace the units with used once defective units!!!! Buyers, like myself, purchase a new printer expecting the company to stand behind their defective product, not replace with a used and once defective printer!!!!Initial Complaint
Date:06/04/2025
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 have submitted two online rebates for Epson's two year free ink promotion for a printer I purchased in 2024. The first rebate submitted in 2024 went through fine and was refunded in July of 2024. The second rebate request for a second round of replacement bottles purchased in April of 2025 has not gone as expected. All of the required documentation was included within the online submittal for the second purchase and also included in the box with the (4) empty ink bottles. The Epson rebate requirements were all followed exactly as specified. A **** receipt confirmation was documented on May 7th that the Epson return department received the package of bottles at 7:17am that morning. I had not received my rebate by 6/4/25, nor any confirmation back so I called their rebate customer service line in the late morning of 6/4/25. The representative said that their receiving group had not received the bottles back so they could not process the rebate request and I needed to submit the bottles. Since the bottles had already been shipped and received, I am left without any recourse. I escalated the request to the representatives supervisor, and while she listened, she said there was nothing she could do to remedy the situation. I have always had a positive experience with Epson, however, this is very poor customer service as I can show that I did buy the new ink directly from Epson and the box containing the empty bottles was apparently fumbled in their receiving department and not documented properly which is something out of my control.Business Response
Date: 06/12/2025
Thank you for reaching out to Epson America. Our third-party rebate company will be reaching out to the customer.
Sincerely,
The Epson Team
Customer Answer
Date: 06/12/2025
Epson is forwarding this complaint on to their 3rd party rebate center and it may take up to 45 days for them to resolve and respond. So until they have reviewed it and responded with a favorable resolution, this complaint needs to stay open and not be closed.Business Response
Date: 06/12/2025
Epson is forwarding this complaint on to their 3rd party rebate center.
Sincerely,
The Epson Team
Initial Complaint
Date:06/04/2025
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.
1) Purchased new printer in August 2024;2) approximately $300;3) Print capability from all Apple products;4) Epson EcoTank printers are advertised as capable of printing from all ***** devices. until May 2024 this worked successfully. Sometime in May 2024 Epson changed something in their printer software which rendered the printer not capable to printing from Apple iPads or iPhones;5) Epson Technical Support has denied that this problem is a known problem. Tech Support has tried multiple troubleshooting and multiple suggester printer setting changes, all to no effect;6) Advertising - ************************** website says this printer will print from all ***** devices, including iPads and iPhones.Business Response
Date: 06/05/2025
Thank you for reaching out to Epson America. Although we can't speak on behalf of ***** and their iOS updates, we are aware of difficulties using AirPrint. We recommend using the official Epson SmartPanel App.
Sincerely,
The Epson TeamInitial Complaint
Date:05/30/2025
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.
I bought an Epson printer on 2/3/2025 $374.99 plus tax. The feeder broke the first week in May. I contacted them and after jumping through all the hoops, I was told that the only thing they would do for me is replace the broken unit with the exact same model. I do not wish to use the same printer so I have purchased a better unit on ****** for $1099 plus tax. They refuse to do anything additional to assist. I asked if they could help with the purchase of the better printer but they told me they will only replace it. So disappointing. If I don't receive resolution in the 45 days I have to return the printer to ******, I will return it and buy a **.Business Response
Date: 06/02/2025
Thank you for reaching out to Epson America. Our records indicate our technical support team provided Epson's Limited Warranty options. The customer may refer to the below link.
************************************************************************
Sincerely,
The Epson TeamInitial Complaint
Date:05/22/2025
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.
I purchased a refurbished projector and received it on 05/20. The product listing on the website clearly stated that it included a ceiling mount and a replacement lamp, but these items were not included in the shipment. I had to contact Epson directly to request the missing parts.This raises concerns about potentially deceptive business practiceswhether this is a recurring issue where essential components are deliberately left out to cut costs or upsell later. It would be worth investigating whether other customers have experienced similar problems.Additionally, I informed their return team that I needed the missing parts by 05/22 and specifically requested overnight shipping. They assured me this would be done. However, as of today (05/22), I discovered that not only was the shipment sent via ***** Ground instead of overnight, but the replacement lamp has not even been shipped yet.Business Response
Date: 05/23/2025
Thank you for reaching out to Epson America. Our records indicate the customer is currently in communications with Epson Customer Relations (ref. # ******-004764). We are working diligently to resolve the customer's concern.
Sincerely,
The Epson Team
Initial Complaint
Date:05/21/2025
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 a printer from Epson. It is currently out of warranty. Today a firmware update from the company became available. I attempted to dismiss the update but I was not able to resume printing. I agreed to complete the update and the printer entered recovery mode. After trying to update again, the printer stopped working. Will not turn on or respond in any way. I have contacted customer support and they have told me to take it to an Epson repair shop. An update from the company should not cause their product to malfunction. I should not have to pay for a repair on a printer that was functioning perfectly before the update. Them telling me the update was optional and I should not have done it is unhelpful. Their updates shouldn't ruin the product.Business Response
Date: 06/06/2025
Thank you for reaching out to Epson America. We value the customer's feedback.
Because the unit is out of warranty, Epson provided a repair option or a discount towards the purchase of a new unit.
Sincerely,
The Epson Team
Initial Complaint
Date:05/20/2025
Type: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.
On April 5, 2025, I purchased a printer directly from the Epson website, along with an extended warranty service plan. The original printer arrived defective, and I promptly exchanged it through Epsons return process.The replacement printer I received has a different serial number, but ********************** has failed to properly transfer my extended warranty to the new device. Despite spending over an hour on the phone with customer service, I was repeatedly told that the warranty is showing on their end and that I should not be concerned. However, I believe this is an inadequate and dismissive response.I have no way to verify my warranty coverage online for the replacement printer, which is essential for my records and peace of mind. One representative even misled me by claiming a link labeled Extend Warrantywhich appears under a ************************************************* reality, that link simply offers the option to purchase additional coverage, not confirmation of existing protection.I am requesting that Epson properly link my valid extended warranty to the current printers serial number and ensure that this information is accessible through my Epson account, as originally promised. I also expect clear and truthful communication from their support team moving forward.Business Response
Date: 05/21/2025
Thank you for reaching out to Epson America. A representative will be in touch with the customer shortly.
Sincerely,
The Epson Team
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