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Business Profile

Garments Printing and Lettering

Epilog Laser

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garments Printing and Lettering.

Complaints

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

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Epilog Laser has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The Epilog laser company has not way for get in contact with a person when there are issues with the Epilog Laser Fusion Pro. We have had so many issue with the laser working properly. I have included picture of the leather that we laser here at our Saddle factory. But now it is not working at all, I included a picture of the error message we are getting. Said picture has the camera with a red strike through it, which them means we cannot see the camera that showing the cutting plane. Consequently, the laser is a dead brick and we cannot do any work at all.

      Business Response

      Date: 08/15/2025

      We appreciate the time this customer took to provide feedback, and we understand their frustration. One of our technicians has been in touch with the customer beginning 8/13 via email and phone to help troubleshoot the issue.

      It is our understanding that the customer is relatively new to working with the machine and in the past our tech support specialists have recommended an alignment and table level, as well as new optics. We dont know that those have ever been replaced, and if the customer is primarily working with leather and the machine is approximately 5 years old, we would want to ensure these things are done.

      While technicians cannot be reached via phone, customers can submit a ticket and request a call back and speak to a live agent. We will continue working with this customer expeditiously to make sure the machine is running at top performance. Additionally, we will ask the customers local ********************** representative to reach with any troubleshooting advice they can offer or possibly set up an on-site training/maintenance session.

    • Initial Complaint

      Date:04/22/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 this very expensive laser because I was promised capable tech support in the *** available by phone during business hours. This technical support does not exist! I need to install the print driver onto my computer and have the step by step instructions but they don't work, and tech support is an email you send to open a ticket to which they responded with the exact same set of instructions that didn't work in the first place. These lasers are the exact same as the ones you get on *******, only you pay four times as much if you want the technical support. That's what I did and the technical support is even worse than in *****. This is a very expensive useless brick without tech support!

      Business Response

      Date: 05/29/2025

      This letter is in response to complaint #********. First and foremost, responding to technical support requests in a timely manner is a top priority for us. We apologize that we did not meet this customers expectations.

      Our technical support process begins with submitting a ticket on our website.The customer is asked to provide detailed information on the problem they are experiencing. After a ticket is submitted, the customer receives an automated response with their case number, and the ticket is routed to the tech best equipped to handle the issue. Either by phone or email, a technician responds to the customer to troubleshoot and diagnose.

      The customer in complaint ******** left a message on our sales line that was routed to tech support. A record of that call and the message transcript are attached. We opened a ticket on the customer's behalf, and one of our technicians called the customer back in less than two hours; however, the tech did not reach the customer and could not leave a message because the voice mail box was full. Shortly thereafter, the technician tried again to reach out to the customer and at that time learned the customer had contacted their local distributor who helped resolve the issue.

      As far as our records indicate, the issue was resolved the same day it was brought to our attention.

      We will continue to closely monitor both phone lines and submitted tickets so we can better assist our customers in a timely and thorough manner.

      Best regards,
      **** ****

    Epilog Laser is NOT a BBB Accredited Business.

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