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:12/12/2022

  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 have complained about this issue before, the only resolve is the run around. I am seeking a replacement part (thread uptake cover) which was broken. However, this company is telling my repair shop the part is on back order for the last 3 months. In my last complaint they wanted me to send the machine to *********. Not going to happen, I had the machine looked at, there is no mechanical issues with it in any way. The repair shop has ordered the part which is one they use to manufacture new machines yet its out of stock and on backorder. How can a part, used to manufacture new machines be on back order for 3 months? They are a failure in satisfying my request. So this 2nd complaint is warranted.

  Business Response

  Date: 12/22/2022

  Dear BBB,
  
  This email is to follow up on complaint ID#********.   Brother has tried to reach out to ******************* via phone on December 14th, and December 15th,and we did send a follow up email on December 15th.   We have not heard back from the customer.
  
  Sincerely,
  
  ************
  Customer Relations
  *********************************************

• Initial Complaint

  Date:11/29/2022

  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.

  The Brother TN-336BK toner cartridge was spilling toner all over the drum and smearing the paper prints. I asked Brother to replace this defective product. It said since it was over 90 days, it would not be able to give a replacement. This is fraud. Why would they only warrantee a product for only 90 days? There is still more than half of the toner still left in the cartridge. I purposely purchased a Genuine Brother cartridge as they guarantee they will work. Yet, they want me to buy another $65 cartridge for the defective one they produced. I want a replacement for the defective one they gave me.

  Business Response

  Date: 12/01/2022

  Brother has left two follow up voices messages in regards to an issue with a leaking toner cartridge. 

  1st 11/30/22 - 5:06pm EST

  2nd 12/1/22 - 12:45pm EST 

   

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

  Customer Relations

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

   

  Customer Answer

  Date: 12/01/2022

  [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:11/28/2022

  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.

  Your associate ******* was being a jerk by refusing to answer my questions about the printer! Disgusting customer service! Your website is trash and your Cyber Monday codes are not even working! You just lost a sale!

  Business Response

  Date: 12/02/2022

  Dear ******************,
  
  This email is follow up on complaint ID# ******** in regards to issues you experience with Brother customer support and trying to make a purchase from our website on 11/28/22.   I do apologize for the lack of support you received from us and we are handling this internally.    We did send a follow up email on 11/29/22 with a list of new promo codes that could be used by 11/30 at 11:59pm.   We also tried calling twice on a 11/30 to availability and sent another email on 11/30.   A copy of the email is below from 11/29.
  
  Dear *****,
  
  Thank you for your email.
  
  I understand that the promotion code for Cyber Monday is expired. We appreciate your patience and your business. Please use one of the following codes to place an order before 11:59pm EST on 11/30/2022:
  
  $10 off $50: NOVEMBER50
  $20 off $100: NOVEMBER100
  $40 off $200: NOVEMBER200
   
  To place an order for any Brother products or accessories you may visit our website at http://www.brother-usa.com/ or call our toll free number ************** Monday - Friday from 9:00 am to 6:00 pm Eastern Time.
  
  For your convenience we accept all major credit cards, ***** MasterCard,American Express, and Discover. Additionally, PayPal is a payment option for online purchases only.
  
  Thank you for being a Brother Customer. We appreciate your business.
  
  At Your Side,
  
  *********
  Consumer Sales Dept.
  Brother International Corporation
  
  
  
  
  Sincerely,
  ************
  Customer Relations
  *********************************************.=

• Initial Complaint

  Date:11/16/2022

  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.

  I purchased a Brother **** dx serger about 2 1/2 months ago and the thread uptake cover snapped off. I called Brother at the onset of this issue, as my machine is registered under warranty. When I contacted them about a dealer in my area, all were 45 miles to 300 miles away. They then told me I would have to send the machine to Tennessee for service, but I would have to pay for shipping. This was unacceptable to me as the machine under warranty should have shipping covered by the company. I then found a dealer over 300 miles from my home who asked brother to send him the part. This is a small plastic piece that anyone can replace as it is a body piece. The store received notice this part is on back order. For the last three weeks. This again is unacceptable. Its a shame that between my wife and I we own three machines from this company. As they were good in the past. Unfortunately they are now unreliable and not recommended for use ever again. Im glad I purchased the extended warranty so I can get a refund.

  Business Response

  Date: 11/28/2022

  Dear BBB,

   

  This email is to follow up on complaint ID#******* in regards to ******************************* and their Brother 1034DX.  I am sorry to hear about the trouble (s) the customer is experiencing with ********************** product.  Brother had customer support attempt to contact ******************** with the contact information that he provided in his complaint.  We left two voice messages on, First one November 17^th, 2022 at approx. 5:52pm EST and the second voice message on November 18^th approx. 5:45pm EST.   Along with a follow up email on November 18^thwith contact information of our agent.   Brother offered to cover the cost of shipping to return the 1034DX back to our Tennessee facility so we can fully inspect and diagnose the machine.  After our findings we then could determine the warranty options for this product.   We have not heard back from ******************** as of today, November 28^th.   

   

  If you have any further questions I can be reached at ************ Monday-Friday from 9:00pm -5:00pm EST. 

   

   

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

  Customer Relations

  Executive Office

  Brother International Corporation

• Initial Complaint

  Date:11/09/2022

  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.

  I purchased a CS6000i sewing machine from Amazon in February of 2021 and shortly after purchase I have had problems with tension and the top thread breaking. I thought maybe it was a learning curve using the machine as my other machine was an older machine. The stitches are not uniform in nature. Also, the light for the stop/start button has not worked since day 1. It is my understanding that this particular machine has an aluminum frame which warps with heavy use. Constant rethreading is necessary. Also, the thread slips out of the thread take up lever constantly. I have researched this machine and have found many complaints concerning this machine and its tension/thread issues. I also own a SE400 Brother Embroidery Machine and have no complaints with the SE400 machine despite it being 10+ years old. My issue is that you are selling a machine that cannot withstand heavy usage even though the machine as advertised as a quilting machine. This is a beginners machine at best. The machine has caused numerous projects to be ruined.I paid $179.99 for the machine.When you go to the brother website to address issues, there is very little information concerning how to contact them. The website tries to redirect you to a troubleshooting guide. When you finally reach the contact us page, it conveniently freezes every time you try to input information.

  Business Response

  Date: 11/30/2022

  Dear BBB,
  
  This follow up is in regards to complaint ID#******** in regards to ********************** and the issue she is experiencing with the Brother CS6000i machine.  Brother customer support followed up with ********************** on November 10th, in which we could offer a no charge repair as a onetime accommodation since the machine is out of manufacture warranty.   There was an inquiry from ********************** about how long the turn around could be for this repair.   Our representative followed back up with ********************** on November 16th and informed a typical repair barring any parts needed, is about two weeks including shipping.
  
  ********************** was going to think about our offer and get back to us.   We have not heard back from the customer as of today, November 30th.  
  
  Sincerely,
  
  ************
  Customer ***********************************************************************************

  Customer Answer

  Date: 12/01/2022

  
  Complaint: 18379022
  
  I am rejecting this response because:  I am rejecting this response as I have been in contact with Brother multiple times through email and telephone call for this complaint.  First and foremost, I asked for a refund for this machine, not a repair.  They gave me a response time to return the machine of 1 week after which the offer would be withdrawn.  

  My initial call with ***** was very courteous and she asked about my sewing habits and empathized with my situation. She said she would call me again the following day.  Instead I got the "bad cop" call from ***********  She informed me of the offer of repair.  I said that a repair at this time isn't helping the situation as I needed a machine for the holiday season.  I was told that "we are all working on gift projects".  The third call again was from *****.  In this discussion with *****, I told her that this offer was not reasonable as this is the time of the year that I use the machine and needed a sewing machine to work on projects for nursing homes and children that I complete every year for the holiday season.  I also emailed ***** and told her that all I wanted was a refund of $180, what I paid for the machine, so I could purchase another machine to use during this time.  I also said in that email that certainly, postage, parts and a repairman's time would easily be $180.

  After these exchanges, I telephone support to try to correct the situation myself.  The man I got had no idea how a sewing machine even worked and read from a book for 30+ minutes out loud to try to solve my issue with tension.  I finally just hung up.

  This machine has a large amount of complaints for the same issues of tension if you search the internet and reviews on Amazon.  Many reviews were initially given high stars and then came back to reduce their rating of this product (as stated in the actual reviews).  This machine works half if you set the tension for a straight stitch and only use half of a bobbin.  The minute you change to one of the other advertised 59 stitches, the machine cannot compensate and the tension goes off and the stitch length and distance between the stitches becomes erratic.  A computerized sewing machine should automatically adjust the tension for any of the stitches offered, period.

  I want a refund for this machine as it is worthless and I wouldn't even give it to someone.

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

  Business Response

  Date: 12/02/2022

  Dear **********************,
  
  We do apologize, but with regard to your request for a refund, you will need to contact the place of purchase concerning their return and or refund policies. Brother cannot interfere nor dictate refund or return policies of retail chains.  The Brother CS6000i comes with a one (1) year manufacture warranty from the date of purchase, this link has the full details of one (1) year limited warranty for your machine https://www.brother-usa.com/-/media/brother/product-catalog-media/documents/2020/01/17/18/45/international-warranty-lad-final.pdf.
  
  However, since  you are out of the one (1) year manufacture warranty, as a valued customer, we will continue to offer a one time accommodation to have your unit picked and brought back to our Tennessee facility to have unit inspected and repaired (if necessary) at no cost to you.  The shipping label is only valid for 7 days, so we would to create a new return authorization label if you decide you would like to have unit repaired.   Our customer service can help you with that request by following up on the emails that they have sent or we can give you a follow up call.
  
  Sincerely,
  
  ************
  Customer Relations
  *********************************************

  Customer Answer

  Date: 12/05/2022

  
  Complaint: 18379022
  
  I am rejecting this response because: you could have offered a replacement.  But you didnt.  
  I will purchase a new  machine and it will not be a Brother.
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/26/2022

  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.

  I purchased an authentic toner cartridge through their Amazon store in July 2022. I've never had an issue with their parts or machines before. I have been purchasing and own several of their products without incident. However, this particular cartridge has leaked everywhere and is causing my machine to malfunction. I contacted customer service today (Oct. 26, 2022). They said there is nothing they can do. I'd like a full refund on my purchase and/or a replacement toner that is not defective.Upon checking the most recent reviews, this seems to be an ongoing problem that they are aware of as many customers have reached out to complain about this with no solution. They have done nothing to resolve this matter despite them being on notice no recalls, no refunds, nothing. They claim that we must purchase *************** but they are knowingly selling defective parts.

  Business Response

  Date: 10/28/2022

  We have left 2 voicemails for the customer with a direct contact number.  Waiting for the customer to contact us back on the number provided

• Initial Complaint

  Date:10/24/2022

  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 ordered a printer from Brother on 9/5/22 in the amount of $215.99. The order # is *****. The printer was not functional upon delivery. I requested a return from Brother on 9/12. The ** # is ********. Per tracking info, I gave the printer to the return shipper on 9/17, and it was delivered to Brother on 9/19. I contacted Brother on 9/27 to inquire about the status of my refund, and was told that it would be issued within 4 weeks of giving the printer to the return shipper. This window has since passed, and I contacted Brother again on 10/18 to inquire about the refund status. I have not been provided with an update as of yet, nor have I been issued a refund.

  Business Response

  Date: 11/04/2022

  We have processed a credit to the customers credit card on file in the amount of $215.99.  It may take up to ten business days to see this credit on their account.

  Customer Answer

  Date: 11/04/2022

  [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:10/17/2022

  Type:Sales and Advertising 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.

  When the color ink runs out. I can't print in black and white.

  Business Response

  Date: 10/31/2022

  The customer was emailed with the answer to fix his issues on 10/28.The customer was also called, there was no answer, the agent left a message along with a callback code.

• Initial Complaint

  Date:10/08/2022

  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.

  I ordered a printer cartridge. The order was immediately cancelled, but a pending charge, not for the amount I authorized was added to my card, in addition to the agreed upon charge. I contacted the company about the fraudelent charge, they refused to remove it.I would suggest the ***********, or the *** may want to look at their books, to see how often they are processing fraudelent charges, and whether they are being used as a cover to improve profit margins.

  Business Response

  Date: 10/29/2022

  we are reviewing the complaint and will respond by COB 10/31

  Business Response

  Date: 11/02/2022

  order was cancelled due to the following (device outside of **) purchased with a gift card that we do not accept at this time. We were only able to locate an authorization if ***** which should be removed by now and he was directed to his gift card provider. We are unable to locate a charge of *****. We also have a FAQ on our website that we do not take pre-paid gift cards at this time. We also have an FAQ that explains what an authorization hold is