Complaints

This profile includes complaints for Brother International Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brother International Corporation

  200 Crossing Blvd Bridgewater, NJ 08807-2861

• 

  Brother International Corporation

  7777 N Brother Blvd Bartlett, TN 38133-2738

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:04/04/2023

  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.

  I recently bought a computer from Brother, MFC-L2750DW. I tried to install a driver for the printer from the onlin site they give, support.brother.com/windows and was automatically sent to a company Driver Support One. This was done in such a way so as to make me think that I was downloading a Brother printer driver for my printer (acquired today). This was not the case. Driver Support One is a separate company that says it assures that driver downloads are legitimate. Why is this necessary if I am downloading directly from Brother. There was no way to opt out of Driver Support One, despite what they said when I called. So I downloaded it, thinking it was a Brother driver. I was charged **** and, again not represented, this is a monthly charge. I shortly thereafter figured out this was a scam by Brother to get users to install an unneccessary program. I assume hundreds or thousands of others have similarly been scammed.

  Business Response

  Date: 04/11/2023

  We reached out to the customer on 4/5 and he indicated he will be traveling and there is no urgency we advised him to contact us back via email when the best time to discuss this situation. 

  Customer Answer

  Date: 04/12/2023

  
  Complaint: 19896424
  
  I am rejecting this response because: After returning from traveling I sent an email saying that I am available for a phone conversation. I find unacceptable the participation of Brother in a scam scheme, tricking me into buying software I did not need instead of providing me with the necessary driver for a printer I bought. I can only imagine that they get a "finder's fee" for all their customers who fall for this trick. 

  I wrote back to Brother requesting a call and did not receive any response. 

   

  I should add that many other customers might well be fooled by this scam and lose considerable amounts of money.

  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 04/13/2023

  The customer sent us an email on 4/11 and we responded on 4/12 requesting the best date and time to contact him and discuss.  Without knowing all the details we can not respond to his last complaint. 

• Initial Complaint

  Date:03/29/2023

  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.

  We purchased a MFC -L2707DW laser printer 3 years ago from a **** club. Recently the printer became disconnected from Wi-Fi and we had a friend who is experienced with tech come out to fix it but he could not. He called the Brothers customer service and the man from *********************** said he would need to take over our computer which was strange but we allowed. He said we needed to buy anti viral but it is an Apple computer, and our iPhone was not printing through Wi-Fi either but it had before. He explained it appeared to be a software issue and we were told they could fix it immediately but it was now out of warranty and we would need a service contract of something like a 100$ a year or to pay ***** to fix this one issue. We promptly told him we would trouble shoot and if we could not fix the issue we would purchase from a more legitimate company. We will talk with Apple about the issue but we wonder if this may have been programmed to happen. Steer clear!

  Business Response

  Date: 04/03/2023

  Dear ********************:
  
  This email is to follow up on BBB complaint ID# ******** in regard to certain websites, unaffiliated with Brother International, that offer technical support and or software. Brother International Corporation takes your concern seriously and would like to thank you for taking the time to let us know about this issue. 
  
  In your complaint you did not mention what URL (s)/website (s) you visited.  Unfortunately, there are numerous 3rd party websites on the internet which state they support or provide original authorized Brother drivers for your Brother product.  However, we are no way affiliated with these types of 3rd party website. 
  
  Brother will never charge you a fee for support, nor take access to your computer.  We offer free life to support on your Brother product. For future reference, if you need technical support or product information related to Brother products, contact Brother directly at **************, Monday through Friday from 9:00 am to 9:00 pm EST or via the internet at WWW.Brother-***.com.  I have provided the direct link to our support page for your Brother MFCL2707DW machine, *************************************************************
  
  
  
  Sincerely,
  
  
  ************
  Customer Relations
  *********************************************

• Initial Complaint

  Date:03/24/2023

  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 ordered the Ez print subscription to start having toner come directly to the office on March 16th. The associate said that it would be 3-5 days till the toner would arrive. I gave them the owner's credit card information and they sent email to ****************** the day it was order, however it is day 6 and there is still no toner to be used. I am now currently without toner and unable to initiate printing as a result. When talking to the associate they mentioned that they haven't information as of 3.24.23. Now I am waiting for a call back from the supervisor who I have to wait another 2 hours for a call back.

• Initial Complaint

  Date:03/13/2023

  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 a Brother MFC-J1170DW inkjet printer from Amazon around the 1st of the year. My black ink LC401BK cartridge that was supplied with the printer ran our within weeks. Imagine my surprise when I searched for ink cartridges only to find out that the black ink for this printer is OUT OF STOCK EVERYWHERE!!!! This has gone on for weeks no with no end in sight. I use this printer for my job and this is completely unacceptable that I haven't been able to purchase black ink cartridges for well over a month now. These printers should have never been sold if there is no ink available for them. I'm going to have to put this brand new printer in the trash where it belongs since it's a useless paperweight taking up space on my desk with no ink available. It blows my mind that Brother is still in business with such poor customer service.If they can't supply ink for their printer, I should be entitled to a full refund for this useless printer. The only other option is that Brother gives me a free printer with a different ink cartridge that is actually in stock.

  Business Response

  Date: 03/21/2023

  Dear Ms. ********************* am sorry to hear that you continue to have trouble locating replacement ink cartridges for your MFC-J1170DW.  We are having a minor issues with some of the supply chain disruptions on some of the ink cartridge models that go with your  unit.   We have increased shipments  of LC401 ink cartridges late last month.   Brother direct continues to receive shipments in weekly as well as our authorize retail chains.  Please continue to check our site,  ************************************************************************** and use the Where to Buy button.   I do apologize for this inconvenience.   If you have any further questions I may be reached at ************ Monday -Friday from 9:00 am to 5:00 pm EST.
  
  Sincerely,
  
  ************
  Customer *****************************
  Brother International

  Customer Answer

  Date: 03/21/2023

  
  Complaint: 19590799
  
  I am rejecting this response because:  I have checked every supplier online and the black ink is OUT OF STOCK EVERYWHERE and it has been for months now.  Something needs to be done about this worthless printer that can't even be used.
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 03/28/2023

  Dear **************,
  
  We are receiving shipments weekly of the LC401 ink cartridges.  Unfortunately,  it could be another month before inventory of these cartridges become easier accessible to purchase either on Brother-Direct or our retail chains.   Please continue to check ************************************************************************** for inventory and dont forgot to use the Where to Buy button.   I understand the frustration of waiting to try to purchase these LC401 ink cartridges.   I am providing you a promo code of TWCCIKT5CBRO that can be applied on your next purchase with us.  This code is good for $10.00 off on any order over $50.00.  Promo code valid until 12/31/2023 and can only be used at ***********************************************
  
  Hope this information is helpful to you.  If you have any further questions, I can be reached at ************ Monday-Friday from 9:00am to 5:00 pm EST
  
  ************
  Customer Relations
  *********************************************

  Customer Answer

  Date: 03/28/2023

  
  Complaint: 19590799
  
  I am rejecting this response because:  None of these responses do anything to help me with this worthless printer that I purchased and cannot use.  This printer should have never been sold to myself or any other customers when there is NO INK AVAILABLE!!!
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 04/18/2023

  Dear BBB,
  
  This email is to follow up on complaint ID ********.  Brother has reached out to ************** and will be sending out a set of 401 ink cartridges at no charge as a good will gesture.   While we continue to have low inventory for the month of April it has been assured that we should have additional ink available come May.  We are still receiving inventory every week for these ink cartridges, but keeping up from the back orders the replenishments goes quickly.  The order number of ****** could take an additional 2-4 weeks before it is shipped out.
  
  Sincerely,
  
  ************
  Customer Relations
  *********************************************

  Customer Answer

  Date: 04/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *********************

• Initial Complaint

  Date:02/28/2023

  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.

  These imbeciles lied about calling me to check my printer and ignored my messages! ****************

  Business Response

  Date: 03/10/2023

  Dear BBB,

   

  We attempted to make a call back to the customer on 2/22/23, but their was not voice mail set up to leave a message.   We sent a follow up email to the customer on 2/23/23.  The customer responded to the email with profanities on 2/28 in which we closed the incident. 

  If your have any further questions please let me know.

   

  Sincerely,

  ************

  Customer Relations3

  ********************************************* 

• Initial Complaint

  Date:02/25/2023

  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 Brother MFC-J101DW printer just about a month ago. The machine ran out of black ink, LC401BLK, and I've been trying to reorder it from everywhere and everyone says they're out of stock and don't know when they'll get any in. I went directly to Brother and they too are out of the ink, and tried to substitute LC3013 ink -- which does NOT fit into my printer. I think it's a RIP OFF that Brother offers printers for sale for which no ink is available. I haven't been able to print anything because the printer won't run without a black ink cartridge. I want Brother to send me the LC401 ink cartridges i need, or give me another printer model for ehich I can actually get ink.

  Business Response

  Date: 03/02/2023

  Dear ****************,
  
  This email is to follow up on BBB complaint ID#******** in regards to purchasing replacement ink cartridges for your Brother MFCJ1010DW.  I am sorry to hear that you are having trouble locating a place to purchase the LC401 Ink cartridges.  We are currently having some supply chain issues,in keeping up with the demand of replacement ink cartridges.  However, we continue to replenish our inventory every two to four weeks, along with authorize retail sellers that sell our products .  Please keep checking our website.  Also,  use the Where to Buy button at the following link  ************************************************************** to see if the cartridges might be in stock  at our retail chains.
  
  If you have any further questions, please contact our customer support at ************** Monday-Friday from 9:00am to 9:00pm EST.
  
  Sincerely,
  
  ************
  Customer Relations
  *********************************************

• Initial Complaint

  Date:02/25/2023

  Type:Product 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.

  Have been trying to get ink for MFCJ1010DW Brand New Printer for months and is deceptive business practice to sell printers and not provide ink. Cannot buy ink anywhere in the world for this printer.

  Business Response

  Date: 03/02/2023

  Dear **************,
  
  This email is to follow up on BBB complaint ID#******** in regards to purchasing replacement ink cartridges for your Brother MFCJ1010DW.  I am sorry to hear that you are having trouble locating a place to purchase the LC401 Ink cartridges.  We are currently having some supply chain issues,in keeping up with the demand of replacement ink cartridges.  However, we continue to replenish our inventory every two to four weeks, along with authorize retail sellers that sell our products .  Please keep checking our website.  Also,  use the Where to Buy button at the following link  ************************************************************** to see if the cartridges might be in stock  at our retail chains.
  
  If you have any further questions, please contact our customer support at ************** Monday-Friday from 9:00am to 9:00pm EST.
  
  Sincerely,
  
  ************
  Customer Relations
  *********************************************

• Initial Complaint

  Date:01/26/2023

  Type:Customer Service 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 have spent 3 hrs & 14 min trying to get a response from customer support. They have told me they would call back within 2 hrs but never did. When I called back, I was no longer "in their system" despite receiving 2 emails from them the same day.Response By Email (***) (01/26/2023 02:59 PM)Response By Email (***) (01/26/2023 03:28 PM)I need to get the machine repaired because it the needle thread isn't pulling up the bobbin thread. The closest location suggested is over 1 hr & 30 mins away. That same company, ********************** ***** has a location that is 12 min from me @ ****************************************************************** THAT LOCATION AN AUTHORIZED SERVICE CENTER?When I called the company they said to call Brother to make sure. But I can't get a straight answer from Brothers customer service. They keep saying they don't know and will have someone call me. But no body calls me. When I call back, they say the same thing and still, no phone call!

  Business Response

  Date: 02/02/2023

  Dear BBB,

   

  Brother has followed up with the customer  and advised what ASC the machine should be taking to, which is the ************************************************.   

   

  Sincerely,

   

  ************

  Customer Relations

  ********************************************* 

  Customer Answer

  Date: 02/02/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/15/2023

  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.

  The ****L2750DW is garbage! They photocopier for ID cards don't do the job right! This company is shady as used car dealership in the cut!

  Business Response

  Date: 01/23/2023

  Dear BBB,

   

  Brother Customer support attempted to reach out to this customers concern on January 16th, 2023 in attempt to help resolve the printing issue.  We have not heard back from the customer since.

   

  Sincerely,

  ************

  Customer Relations

  ********************************************* 

• Initial Complaint

  Date:12/27/2022

  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.

  We bought a brothers fax machine and we got it at office *** inside riverview mall in **** **. The fax machine doesn't work correctly and you print documents in doesn't work correctly. When we copy the paper the ink doesn't print good. We spent $100.00 dollars on the fax machine. We lost the receipt because we had to move and we were homeless for 24 days and now we have a new place. We just want our money back or a new fax machine it is the brothers 550 fax machine and we can take a picture of it for you guys. We just want our money back. We are recovering from covid and we are on oxygen. We don't remember when we bought it maybe sometime last year in December around this time. We can't go back because we don't drive and I'm in a wheelchair. Because we have asthma and respiratory problems. We are a disabled couple. We are on social security. Resolution, we want our money back or a replacement fax machine brothers 550 printer and fax machine. Thank you.

  Business Response

  Date: 01/03/2023

  We have tried to reach out to the customer on 2 different occasions.  They have finally responded and stated "We don't have the receipt because we moved and we lost it. We are recovering from covid and we are on oxygen and we can't get to the phone. We want our money back. We spent $90.00 dollars for it. Thank you.

  We will continue to try and work with the customer but we do not have the customers money.
  

   

  Customer Answer

  Date: 01/03/2023

  
  Complaint: 18644614
  
  I am rejecting this response because:

  We just want our money back 

  And yes we are recovering from covid and have oxygen problems and asthma and really can't get to the phone. We just want the money back or a replacement because the brother 575 doesn't work correctly. It is broken. Thank you 

   

  
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 01/12/2023

  Dear BBB,

   

  Brother has issued a replacement machine of the same model to the customer on 1/9/2023.

   

  Sincerely,

  ************

  Customer Relations

  *********************************************