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:07/02/2025

  Type:Service or Repair 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.

  Purchased a DFT printer 2402T from Ricoma (order placed 8/13/2024). Machine arrived with multiple issues that delayed the use of the machine. The machine was wired to the trolly board incorrectly requiring a service call with Ricoma. This issue delay my training until 10/13/2025, two months after purchasing the machine where we ran into another issue. Once cleared to run the printer, the heads ended up being messed up due to the wiring issue. From 10/13/2024 to 11/12/2024 I was on service calls requiring me to take multiple PTO days from my employer as the machine still did not function correctly due to the heads needing to be replaced. New heads were shipped and install on 11/12/2024. On 12/10/2024 the white ink cycle stopped working and I opened a ticket with Ricoma to have this replaced. To this day, the issue still has not been resolved. On 6/27/2025 I was having alignment issues with the machine. I went through all the steps to bring the alignment back in like I have done numerous times, but this time the alignment would not hold. I called Ricoma 6/27/2025 to open a ticket for support and I have received nothing from them since the service ticket was placed. I have called multiple times to try and get a service tech on the phone to walk me through the issue and I have yet to be contacted. I have requested a contact number to call management, but of course they are not able to do that. This machine has come with so many technical issues that are outside of the expected maintenance. I have been in possession of the machine for less than a year. I have received nothing but issues and the run around for the technical support team. Ricoma needs to be held liable for their lack of support on issues. Every customer purchased the "Lifetime support of the machine" when they signed the dotted line on the contract. About time they start holding up their in of the bargain.

  

  Business Response

  Date: 07/11/2025

  Dear ******,

  Thank you for reaching out.
  Ticket #****** was originally initiated by our team as part of our effort to recover an overdue RMA that had not yet been returned.
  During this process, you informed us on 6/25/2025 that you were experiencing issues with your printer. On 6/28/2025, we sent you instructions on how to perform a print head alignment. You mentioned that you had previously attempted this, but it had not resolved the issue.
  On 7/2/2025, our technician **** contacted you and completed a video call. He discovered that the paper feed motor was turned off, which was preventing the paper from feeding properly and causing you to believe the print head alignment was off. **** proceeded to review the alignment process with you, and a test print was completed to confirm the alignment and printer functionality were operating correctly.
  The ticket was closed afterward, and we appreciated the positive feedback you provided on the support you received from ****.
  Are you currently experiencing any issues with the DTF-2402? If so, please dont hesitate to let us know. Wed be happy to assist you further.
  

  Best regards,

  Customer Answer

  Date: 07/12/2025

   
  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,
  
  **** *******

• Initial Complaint

  Date:06/26/2025

  Type:Order 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.

  Ricoma offers a 0% interest loan process for their products if you qualify. A friend of mine wanted to start his embroidery business but couldn't qualify for the loan on his own. The selling agent recommended he see if someone would co-sign on the loan with him for the 0% interest. He reached out to me to see if I would co-sign with him for the loan and I agreed. Ricoma's agent sent both of us a form to file out and said he would combine them to send to ************** for the loan. After the loan process was complete it was only my information on the loan and not my friend. Ricoma falsely filled my financial information. ************** has stated they can not alter who the card holder is and can only add authorized users. We have been flexible in this process but issues continue to arise with my friend being the primary for Ricoma and me being the primary for **************. I have reached out to Ricoma they have yet to provide a solution as they are I filled the loan document when it was submitted to their team to file.

  

  Business Response

  Date: 07/02/2025

  Dear ***** ******,
  
  Thank you for bringing this matter to our attention. We understand how important it is to feel confident and supported during a financing process, especially when starting a new business venture, and we sincerely regret any confusion or frustration youve experienced.
  
  After reviewing the details of your situation, wed like to clarify a few key points and work toward a resolution:
  
  Ricoma does not process or approve loan applications directly, we assist customers by submitting the necessary information to third-party lenders like **************. Our sales representatives are trained to provide guidance, including the option of applying with a co-signer if the primary applicant does not qualify alone. However, the final decision, including whose name the account is opened under, lies entirely with the consumer and the financing institution.
  
  Upon further review, We see that the main Sales Contract was originally signed by you (***** ******) no other co-signer signatures were presented in this document. Also, The Receipt Synchrony sent out to you was only asking for the account owners signature ( Indicating no other parties were involved in this loan). Attached you will find both Documents mentioned. ( All sensitive Data was blacked out to protect the consumer)
  
  Its concerning to hear that only your information was included in the final loan approval, especially if the intention was for your friend to be the primary applicant. We want to emphasize that Ricoma does not alter or falsify financial information. Our team submits the forms provided by applicants as-is to the lender, and we take accusations of mishandling customer data very seriously.
  
  That said, we are deeply sorry for the confusion this has caused and the challenges you're now facing with account ownership. We are committed to helping resolve this issue. Please reach out directly to our Customer Experience at Synchrony as we have no authority to modify any Loan accounts from 3rd party banks, Such as adding your friend as an authorized user or evaluating other ways to align account details with your original intent.
  
  We appreciate your patience and your willingness to support your friends business goals, and we hope to restore your trust in our company.
  
  Sincerely,
  Ricoma Customer Experience Team

  Customer Answer

  Date: 07/03/2025

  Ricoma first ran *********'s information and then found he needed a co-signer and the Ricoma sales agent sent me a form to fill out under the same application number and said owe would combine the info and didn't.

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23525211
  
  I am rejecting this response because:

  Ricoma has yet to fix the fault they created. They has dismissed that they gave the incorrect instructions of how to file for the loan and continue to reiterate that we filled the form out wrong.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 07/07/2025

  Dear ***** ******,
  

   

       We understand your frustration and appreciate you bringing your concerns to our attention.
  However, please note that once loan documents are signed and submitted to Synchrony, Ricoma no longer has control over the terms or management of the active account. As such, any changes or updates to the loan must be handled directly with Synchrony.
  To assist you further, we are happy to provide Synchronys direct contact information. They will be best equipped to address your concerns and provide support regarding any modifications to your loan.
  Sincerely,

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23525211
  
  I am rejecting this response because:

  This loan was created improperly by Ricoma. They no longer work with synchrony bank and Ricoma is fully aware that the loan can not move to a new primary. The loan would have to be paid in full and then reissued to their new lenders. They instead keep recommending how we can fix what they should be accountable for. This continues to be a fraud issue as Ricoma mishandled financial information and thinks the customer should fix the issue.

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/26/2025

  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 purchased the ******** software on May 28 from Ricomas official website. The product page claimed compatibility with Mac and DTF printing. However, after purchase and setup, I discovered that the software is not compatible with non-Ricoma printers a critical limitation that was not disclosed anywhere on the product page.I contacted Ricoma support for assistance (and have been trying to resolve this for nearly a month), but was told the software is designed exclusively for Ricoma-brand printers. They stated it was my responsibility to confirm compatibility with third-party printers before purchasing. They refused to offer a full refund and insisted on applying a 25% restocking fee a policy that was never shown or agreed to at any point during the checkout process.I do not believe their position is reasonable for the following reasons:1. The product page never states that ******** is exclusive to Ricoma printers.2. The way the product is described gives consumers the impression that VividRIP is compatible with any DTF printer that supports Mac just like other RIP software such as AcroRIP and Digital Factory RIP, which are widely used with different printer brands.3. There is no free trial available. Customers are forced to rely solely on the product description, which lacks the necessary warnings or restrictions.4. During the purchase process, there was no disclosure or checkbox for any refund or return policy, including the 25% restocking fee.I believe this is not the result of buyer error, but of incomplete and misleading product representation on Ricomas official platform.This constitutes deceptive advertising and enforcement of hidden policies. I am requesting a full refund and ask the BBB to review Ricomas sales and disclosure practices.

  

  Business Response

  Date: 07/07/2025

  Dear Ting,

  Thank you for reaching out.
  We do offer a RIP software called VividRip, which is compatible with both PC and Mac platforms. This software is optimized for use with our Ricoma DTG, DTF, and white toner transfer printers. It may also work with third-party printers that are compatible with the output file types supported by VividRip: RDI, PRN, and now PRT.
  Please note that it is the responsibility of the buyer to ensure their third-party printer can read these specific file types. We recommend checking compatibility directly with your printer manufacturer or user manual.
  That said, if your printer does support one of the listed file types, we would be happy to provide support in ripping your files using VividRip to help ensure a smooth workflow.
  Regarding returns, our policy includes a 25% restocking fee for any returns. You can review our full return policy here: ***********************************************************;
  If you have any questions or need further assistance, please dont hesitate to reach out.

  Best regards,

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23520930
  
  I am rejecting this response because:

  Youve stated that your return policy includes a 25% restocking fee and have provided a link to view the full policy. However, this type of critical information should be clearly presented to the customer before completing a purchase. At no point during my purchasing experience whether on the product page or at checkout was this policy disclosed or required to be acknowledged.

  I believe that charging a 25% restocking fee without giving the buyer clear notice and an opportunity to review or accept the policy prior to purchase is not a fair or reasonable practice. If you were in the buyers position, going through your own checkout process for the VividRIP software, I believe you would also realize that the current flow lacks proper consumer-facing disclosures especially when compared to how other companies handle digital software purchases.

  This situation is not the result of buyer negligence, but rather the result of insufficient and misleading product information and policy disclosure on your official platform. Therefore, I do not believe the 25% fee should be imposed on the consumer.

  I kindly ask you to reconsider your stance and issue a full refund accordingly.
  
  Sincerely,
  
  Ting Pan

  

  Business Response

  Date: 07/11/2025

  Dear Ting, 

  Thank you for your response. When shopping online, it's standard practice for return policies to be publicly available on the companys website rather than requiring customer acknowledgment at checkout. Our return policy is clearly posted and accessible at any time. We dont hide it, and we do our best to maintain transparency throughout the purchasing process.
  While Im unable to offer a full refund, I do want to work with you toward a resolution. That's why I offered a reduce restocking fee, which we both agreed upon. The return and refund has been completed from my end. We are just currently waiting confirmation that the refund has reflected into your account. Which normally takes 5-10 business day as mentioned. 

  Please feel free to reach out if you have any questions or need further assistance.
  Thank you again for working with us.

  Customer Answer

  Date: 07/13/2025

   
  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,
  
  Ting Pan

• Initial Complaint

  Date:06/25/2025

  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.

  Since we did our training with ricoma which is basic 3 hour training to learn how to run DTF revel 1202, the training doesnt really teach you anything but basic so if you run into a problem you are s*** out of luck, we been having issue from day one , from print head I issue that took more than 2 months to get a part replacement. Tech support never answers on appointment that you have booked , they give u the run around to try and not replace a part, I have been running machine less than a year and now I am having issue with the front reels , I call and I cant get no help sheet to troubleshoot they have customer portal that useless that doesnt provide any help on troubleshooting. **************** gives run around and manager are not available. We spent a lot of money on equipment that doesnt work properly, they scam people , I have embroider machine that barely does it job. Training is basic with no directions. Either replace my revel DTF 1202 or want full refund can take this s***** machine back. I will contact lawyer and the financial institution since financial institution synchrony has parted ways from ricoma per my email we received

  

  Business Response

  Date: 07/07/2025

  Dear *****,
  You purchased a Ricoma DTF-1202T-A printer, which was delivered toward the end of December 2023. This printer includes a 1-year limited warranty covering manufacturing defects, which expired in January 2025. This warranty is listed in the service contract. As part of our support, we provided training to help you get started and understand how to operate your printer effectively. In December 2024, you experienced an issue with one of the print heads, which we replaced under warranty. However, since the *** print head was not returned, your account was temporarily placed on a ************** status. Now that **** received the *** print head, we are ready to continue providing support.
  We did attempt to conduct a scheduled video call, but I understand you had internet connectivity issues that prevented us from connecting. Well reach out again to get a video call scheduled so we can diagnose the current issue.
  Please note: if any parts are needed as part of the repair, they will need to be purchased, as the warranty has expired.
  Let us know your availability so we can get the video call scheduled at your earliest convenience.
  Best regards,

• Initial Complaint

  Date:05/20/2025

  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.

  Within four months of purchasing embroidery machine. The panel went out completely. Called and asked for resolution and we were going back and forth for some time. Told us we had to buy another panel and then pay for a technician to travel from ******* and install panel. After I contacted a lawyer the response was that we will give you one and send the old one back. We had **** ***** ourselves. Within a 6 m no moth period the machine just stopped adjusting itself to center itself. Called back again and wanted to resolve this and now we cant get a resolution at all. Would like to get half or full amount back for a machine that doesnt work.

  

  Business Response

  Date: 05/30/2025

  Dear ****, 

  Thank you for reaching out. I want to take a moment to recap the timeline of events to ensure were all on the same page regarding your EM-1010 machine and the support we've provided so far.
  Your EM-1010 was delivered in the first week of October 2023. You first contacted us on March 11, 2024, regarding an issue with the control panel. We responded promptly that same day and followed up on March 12 with troubleshooting instructions from our help desk. Unfortunately, we did not receive a reply at that time.
  Following your BBB submission, ******* reached out on March 13 to inform you that we would be sending a replacement control panel, which was shipped on March 14 and delivered on March 18, 2024.
  The next communication we received was on November 9, 2024, where you mentioned "machine not working." We responded requesting additional details to understand the issue better. When we did not receive a reply within 6 days, the system automatically closed the ticket due to inactivity. Please note that reminder emails are sent every two days before auto-closure.
  On February 25, **** followed up via email, and a help desk technician also contacted you directly. While a video call wasnt possible at that time, we sent a booking link to allow you to schedule a call at your convenience. Unfortunately, this ticket was also closed due to inactivity.
  Most recently, on May 16, you contacted us again, and weve been attempting to connect with you since. **** has sent his booking link again, and we kindly ask that you schedule a video call so we can properly diagnose and troubleshoot the issue with your EM-1010.
  At this time, we cannot offer a refund, as the machine falls well outside of the return window outlined in your sales agreement, which allows returns within 30 days of delivery. However, we are committed to honoring your warranty and providing continued support to resolve the issue.
  Please schedule a video call at your earliest convenience so we can assist you directly.
  

  Best regards,

• Initial Complaint

  Date:04/23/2025

  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.

  Ordered a machine end of June of last year, have been having issues since December multiple calls and Skype video calls. Last call was told by the tech someone needs to come out and just go over all of settings and timing and then was told I was responsible for travel expenses. I wouldn't mind paying if it was an older machine but 6 months they should cover it when it's a35k machine.

  

  Business Response

  Date: 05/05/2025

  Dear ******,
  As you know, we set up a video call to continue troubleshooting with multiple people on the call. ****** will be sending you some chenille needles; however, at the moment, we do not have that specific size needle in stock. He has also reached out to the engineers regarding other concerns.
  We are confident that we can resolve the issue virtually, which would be the most cost-efficient method for you. However, we also have no problem arranging an on-site service if you prefer. Please note that you would be responsible for covering the travel cost, while we would cover the labor cost.
  As stated in the warranty, if on-site service is needed, the warranty covers travel expenses for the first 90 days and covers labor for the first year from the date the machine was delivered.
  Please let us know how you would like to proceed.
  Best regards,

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23240905
  
  I am rejecting this response because: as of 5/20 still yet to resolve this issue have emailed about updates 2 times have yet to even get a reply.  Machine has been down and unused with no idea when it will be up and going again. 
  
  Sincerely,
  
  ****** *********

  

  Business Response

  Date: 05/29/2025

  Dear ******,

  As previously communicated, the 90/14 chenille needles were on backorder, but they were successfully ordered and, according to the tracking information, delivered today to you.
  Xavier will be following up shortly to schedule a video call so we can test this needle size together and evaluate the results. We're hopeful this will help move us closer to a resolution.
  Thank you for your continued patience and cooperation.

  Best regards,

• Initial Complaint

  Date:04/18/2025

  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.

  Complaint Title:Ongoing Issues with Ricoma Vision DTG Printer and *************************** Failures Complaint Description:We purchased the Ricoma Vision DTG printer on July 14, 2023, to support our custom apparel business. Since the machine arrived, weve experienced constant problems with its functionality, and Ricoma has consistently failed to provide proper support.Key issues include:No dedicated account manager, as promised at purchase Missing instruction manual (received over a month later after repeated calls/emails)Intermittently functioning USB port that has never been fixed Ongoing printing error since early March 2025, which Ricoma has not resolved Extremely poor customer service, with hours spent being transferred between support **** and techs without resolution We purchased a ********* ($718.96 on 3/31/25) on a Ricoma techs suggestion (with no guarantee it would fix the problem). It did not fix the issue.Part was delayed, only arriving on 4/17/25 after multiple follow-ups Printer remains non-functional after nearly 2 months, and Ricoma now suggests replacing the print head for $2,500, again with no guarantee it will fix the issue This machine has had light use, as evidenced by the work logs we submitted to Ricoma. We've continued to pay loan installments while generating no income from the printer. Meanwhile, we've lost customers and business due to the delay and Ricomas lack of urgency or accountability.Desired Resolution:-Full reimbursement of $718.96 for the ********* -Compensation for the time the printer has been inoperable -Ricoma to cover the cost of any necessary repairs or parts (including the print head)-Formal acknowledgment of the poor customer service experience and corrective action from Ricoma This experience has been extremely frustrating and financially damaging. We have made every effort to resolve this directly with Ricoma but have been met with delays, unfulfilled promises, and no viable solution.

  

  Business Response

  Date: 04/29/2025

  Dear *******,
  Your DTG Vision printer, serial number ************* from order *******, was delivered on August 8, 2023. As outlined in the warranty terms, the printer comes with a 1-************ Warranty from the date of delivery, which requires adherence to the maintenance guidelines. These include daily, weekly, and monthly maintenance routines, as well as maintaining the printer in a temperature-controlled environment between 6990F and humidity between 4580%.
  Unfortunately, there were multiple periods where the printer was not maintained within these environmental guidelines, which voids the warranty.
  When you contacted us regarding the 989 error, we followed the correct troubleshooting process. Our technician ******* has been responsive throughout this process and has worked closely with you to try to find a resolution. Error ************************************************************ the print head, and the standard approach is to replace these components one at a time to isolate the issue.
  We began by replacing the *** board, with the agreement that the part could be returned and refunded if it did not resolve the issue. Since the error persisted, we moved forward with a refurbished print head offered at a considerable discount. You and ******* installed it today, but the issue remains unresolved.
  At this point, we are consulting with our engineering team for further guidance. The next possible steps may include additional video call troubleshooting, sending the machine in for repair, or scheduling an on-site service visitthough please note, the latter two options would be billable services.
  We appreciate your continued cooperation and will update you as soon as we receive further guidance from engineering.
  Best regards,

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23224030
  
  I am rejecting this response because:
  
  To Whom It May Concern,
  
  
  This letter is in response to Ricomas recent statement regarding our complaint (BBB ID *********. We must clarify several material inaccuracies and omissions in your response.
  
  
  First and foremost, our complaint is not centered on a warranty claim, nor is the question of whether the machine is under warranty relevant to the issues at hand. The complaint concerns Ricomas failure to resolve ongoing operational problems with the Vision DTG printer despite our good-faith efforts and substantial expenditures for parts recommended by your own technicians.
  
  
  With respect to the humidity graph Ricoma referenced: This is the first time we are seeing this data. We submitted machine logs as requested but were never provided with any analysis or follow-up data in return. Furthermore, the graph provided does not include any identifier (such as a serial number or machine ID) to verify that it corresponds to our specific unit. Please provide a version of this graph that clearly indicates it is sourced from our printer.
  
  
  Additionally, Ricomas statement implies the ********* was replaced by your team. This is incorrect. We purchased and installed the ********* ourselves on March 31, 2025, at your technicians direction, for a total of $718.96. The part was delayed and did not arrive until April 17, despite multiple follow-ups on our end. It did not resolve the issue.
  
  
  Furthermore, Ricoma claims we were provided a considerable discount on the refurbished print head. This is factually incorrect. The refurbished print head was requested by us and purchased for $1,500 plus tax & shipping, with no discount provided, as evidenced by the invoice we received and have on file.
  
  
  Despite our having spent over $2,000 on parts, the machine remains inoperative, and Ricoma has failed to deliver any resolution. As of the date of this response, the printer has been non-functional for more than two monthsa significant disruption to our business and financial hardship, as detailed in our original complaint.
  
  
  Please respond with a clear, detailed plan to resolve this matter, including next steps and a timeline. 
  
  
  Sincerely,
  
  
  ******** *******
  

  

  Business Response

  Date: 05/09/2025

  Dear *******,

  I hope you're doing well.
  After further review and discussion with our engineering team, the recommended next step would be to return the refurbished print head and ********** From there, we suggest placing an order for both a new print head and a new **********
  Since replacing each component individually did not fully resolve the issue, engineering believes that replacing both components at the same time will provide the best path forward to getting your machine fully operational again.
  I completely understand how frustrating and time-consuming this situation has been, and I want to assure you that we are committed to working with you toward a complete resolution. Please let me know if you would like assistance coordinating the return process and the new order Im here to support you every step of the way.
  Thank you for your patience and understanding.
  Best regards,

  Customer Answer

  Date: 05/20/2025

  We have not received any communication regarding returning parts, or additional information about new ones since Ricomas last response here. We have reached out numerous times and still have no response from the company and our printer is still broken. Its been 2 1/2 months since our first ticket was sent to Ricoma regarding this issue. 

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair 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 purchased an EM-1010 from Ricoma 2 years ago. From day one I have not had a working machine. I have filed many tickets for repair with no resolution of the problem. From day one I have never had all 10 needles on the machine working. I put in a ticket and pretty much am told it is my error and that I need to do their steps. i do them and still no resolution. I would love to have a working machine as this is for my business. I would accept either a replacement, or a service tech to come and fix all the issues. They want me to take it over 3 hours away for repair.

  

  Business Response

  Date: 04/10/2025

  Dear ******,

  Thank you for reaching out. I understand you've been experiencing issues with your EM-1010 machine, and I appreciate your patience as we worked through the troubleshooting process.
  ******** assisted you and identified that some of the needles were installed backwards, which you were able to correct. In addition, the middle thread course module was replaced. Since then, it appears everything is now functioning properly.
  If you experience any further issues or have additional questions, please dont hesitate to reach out. Were always happy to assist.

  Best regards,

• Initial Complaint

  Date:03/26/2025

  Type:Delivery 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 placed an order with Ricoma in early March. That order number is Order# SO100747. The items in that order were: Itemdescriptionquantity KS-810 (S)IKONIX SINGLE NEEDLE POST-BED LOCKSTITCH SEWING MACHINE (including M-54 Belt) ********** MH-TJ600-1316MT/TC/SWD, 13x16" Mighty Hoop2 KM-550NBServo motors,3/4HP 550W ****** RPM 110 Voltage, 60HZ AMCO style shaft, no brush1 When our pallet arrived it was missing the MH-TJ600-1316MT/TC/SWD, 13x16" Mighty Hoop2. When I contacted our account manager, he told us he submitted a ticket for the missing items. A week went by and we did not hear from anyone. I just received an email saying that the ticket was closed and received no help, they have not replaced my missing parts, and have taken about $500 from us.The other issue we had with this order was, the machine was missing parts. We were unable to full put together the: KS-810 (S)IKONIX SINGLE NEEDLE POST-BED LOCKSTITCH SEWING MACHINE (including M-54 Belt) ********** without going to the hardware store to find replacements for things that were missing such as bolts, screws, etc... Some parts we were unable to replace and have not received word that they will be sent by Ricoma. This is not the first time Ricoma has ignored our requests. Last year, prior to our 1 year warranty being up, we submitted a support ticket for faulty parts. The arms that hold the embroidery hoops onto our MT-1502 stripped out due to faulty manufacturing. This happened on some of the hoops that shipped with the machine as well. These parts were never replaced and they waited until after our warranty was up to respond so they could charge us for the replacement faulty parts. This company has time and time again cost us money by not offering technical support, sending us faulty equipment, and charging us for products that they don't even send. I want the things we paid for sent to us as well as the faulty parts replaced on my machine.

  

  Business Response

  Date: 04/03/2025

  Dear ********,

  Thank you for your order with us! For order SO100747, multiple packages were shipped separately, as the sewing machine and Mighty Hoops come from different locations. This is why you didnt receive everything at once.
  The Mighty Hoops were delivered yesterday, 4/2/2025. We also received your ticket on 3/20/2025, and ****** has been assisting you to ensure everything is resolved. The additional items you needed have been shipped and are currently in transit, with an estimated delivery date of 4/7/2025.
  Please let us know if theres anything else we can assist you with.

  Best regards,

  Customer Answer

  Date: 04/04/2025

   
  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,
  
  *** ******

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair 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 purchased the Ikonix plate press machine on January 31, 2025, for $358.00 The machine arrived on February 4, 2025. The machine never worked. I contacted the company around February 14th. to tell them I wanted them to either replace or return the machine because it did not work. I have gotten nothing but the run-around. They emailed me saying I could not return the machine until the tech department looked at the machine and someone would contact me in 24 to 48 hours. It did not happen only thing I received was an email that said they must confirm that the heat press itself is responsible for the problem and that someone would contact me. I only had the machine for two weeks and the first week was getting the sublimation plates. A person did not contact me I only received more emails. The last communication they said was that they were trying to get someone in my time zone to be able to call me about the machine. We are at the end of March now. Still nothing, I have brought two sets of plates from two different companies, and still nothing has happened. At this point, I just want my money back I don't want a replacement. This has been a nightmare.

  

  Business Response

  Date: 04/03/2025

  Dear ****,

  I'm sorry to hear about the issue you experienced with your heat press. This is certainly not the experience we want for our customers.
  The return period for this product is 30 days. According to our records, your heat press was delivered on 2/4/2025, and you reached out to us regarding the issue on 2/17/2025. Before proceeding with a return or replacement, we do need to verify the issue.
  I understand our East Coast ************ initially handled your case, but due to scheduling conflicts, it was transferred to our West Coast ************ for better alignment with your availability. **** was able to complete a video call last Tuesday to confirm that the heat press arrived damaged.
  We are happy to offer you a replacement or, if you prefer, proceed with a return. Please let us know how youd like to move forward.

  Best regards

  Customer Answer

  Date: 04/10/2025

   
  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,
  
  **** ****