Complaints

• Initial Complaint

  01/20/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a package from Omniprint and never received my graphics package that was part of my order. I have contacted them many times for the past year trying to get the rest of what I paid for.

  

  Business response

  01/20/2025

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

  Thank you for reaching out to us regarding your experience with Omniprint International. We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concerns

  We are pleased to inform you that our team has confirmed your graphics package is now being shipped. Additionally, our team has reached out to you directly to provide this update and ensure you are kept fully informed.

  Once again, we sincerely apologize for the delay and thank you for your understanding. Should you have any further questions or need assistance, please dont hesitate to reach out to us directly.

  Sincerely,
  Omniprint International
  

  
  

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a print head from OmniPrint on 10/14/24. It is 1/8/25 and I have still not received my part. Since this is not my first time. Prior to ordering I asked if they had any in stock and what the turn around was. I was then told soon as ***** gets my order number the part ships out in about a week maybe 2. Few days after ordering and calling with no tracking info. Support tells me the item is back ordered and act like it's been since before I order, yet was not informed one time before ordering and speaking to multiple people. My small business has been down since October with little to no way of making money. I've missed out on 3 of the busiest months of the year and now starting a 4th. Losing thousands of dollars and struggling to stay afloat. Only help OmniPrint has offered was on 12/17/24 they told me about fulfillment printing thru them. Only to find out they were offering 20% off any order.

  

  Business response

  01/10/2025

  Hello,
  Thank you for bringing this to our attention. We sincerely apologize that your experience with Omniprint International fell short of expectations. We appreciate the opportunity to address your concerns and work toward a resolution.

  Our records show that we had been trying to get in touch with you to discuss some options, and were glad we were able to connect with you today. During our conversation, we explained the backorder situation regarding the printhead.  You have decided to wait a bit longer for the printhead to arrive in our inventory, and well ensure youre promptly updated on its status.
  

  Thank you again for your feedback and for giving us the chance to make things right.

  Sincerely,
  Omniprint International

  
  

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Disappointing Experience with Omniprint i2 Printer I purchased the Omniprint i2 printer with high hopes for my business, but unfortunately, my experience has been far from positive. From the beginning, Ive encountered consistent printing issues that have severely impacted my workflow. Ongoing Printing Issues: The primary issue Ive faced with the i2 printer is inconsistent print quality. The prints often come out blurry or incomplete, even with proper calibration and maintenance. *** also experienced frequent ink clogging and color inconsistencies, which has made it impossible to deliver professional results for my clients. Ive followed all recommended steps from the manual and attempted to troubleshoot with their support team, but nothing seems to work long-term.Customer Support: This is where the experience becomes even more frustrating. Ive reached out to Omniprints customer support multiple times, hoping for guidance or a resolution, but the responses have been slow and unhelpful. Ive spent hours on the phone with representatives who, despite being polite, have not been able to offer a real solution to the ongoing issues. In some cases, Ive been told that the issues Im experiencing are "common," but no clear path to resolution has been provided.Disillusionment with the Brand: At this point, Im genuinely questioning what Omniprints intentions are with this product. If they cannot address fundamental issues with the i2 printer, Im left wondering if they are truly committed to customer satisfaction or long-term success. *** invested both time and money into this printer, and it has caused more frustration than its worth.. While the technology has potential, my experience with itcoupled with lackluster customer supporthas led me to question whether I can continue using their products in the future. I would advise caution before investing in any Omniprint product until these issues are addressed.

  

  Business response

  11/14/2024

  Dear ****** *****, 

  Thank you for reaching out to us regarding your experience with Omniprint International. We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concerns.

  Our team is actively working with you to address the printing quality and operational concerns youve described. We understand the importance of consistent, high-quality performance and are committed to assisting you with a resolution. Our technical support representatives are currently reviewing the details of your case to provide any additional troubleshooting, adjustments, or necessary servicing to ensure that your printer performs as expected.

  We appreciate your patience as we work to resolve this, and were dedicated to restoring your confidence in our product. Please be assured that customer satisfaction remains a top priority for us, and we will continue to stay in close contact with you until we achieve a satisfactory outcome.

  Thank you again for bringing this to our attention. We look forward to resolving your concerns and supporting your success.

  Sincerely,

   Omniprint International

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Tuesday, October 8 I called and spoke with ****** about ordering a new head for my printer. As a long time customer, I knew that getting a head sometimes took longer than I would like. He assured me that **** now partnered with ***** and my head would be sent out after I paid the invoice. I spoke with ****** again to add a new pump to the order and had it sent as a two day delivery. Once I received the updated invoice I paid the ******* on October 10. I received confirmation the payment went through. I patiently waited for my part to arrive on Monday. When it did not, I assumed it was because of the holiday. On Tuesday the 15th it still had not arrived. I called Omni and was told at that time that the head was back ordered and they had no idea when it would be available. NEVER did they indicate that there was a problem and I NEVER was sent notification that it was back ordered. If I hadn't specifically asked about this issue( I have dealt with it several times) I may not be so angry. As I need to get my jobs done, I will now have to farm it out to another printer and pay for expidited services. With that in mind, I called Omni on Friday to check on status, request some consumables be sent to me. When told they still did not know when the head was going to be here I asked to cancel the order and refund me the *******. I was told they could not do that. I asked to speak to a supervisor and was told he was on the other line and would get back to me. I still have not heard from them. I feel that Omniprint International has been deceptive in representing that I would receive my paid for items and would like to see if you can help me resolve this issue. Kind regards, ***** J. ******* Tie-dye and More **************

  

  Business response

  10/23/2024

  Dear Ms. ********************* you for your message and for bringing this matter to our attention. We sincerely apologize for the confusion and any inconvenience caused by the delay in shipping your printhead. I understand your frustration, especially given your need to complete jobs on time.
  
  We would like to confirm that your printhead was shipped yesterday, and you should have received a notification with the tracking details. If you have not received this notification, please let us know, and we will provide it immediately.
  
  We truly appreciate your continued business and are committed to continuously improve.  If you have any further concerns, feel free to reach out, and we will ensure they are addressed promptly.
  
  Kind regards,

  Omniprint International

• Initial Complaint

  08/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Product Purchased: Omni DTF Plus Printer Package from OmniPrint International on April 1, 2024, with Invoice #K21151247. The total cost of the package was USD $34,995.00, which included the Omni DTF Plus Printer and access to the Omni DTF Software.Agreement: According to the purchase agreement, the printer was scheduled to be ready by June 2024. OmniPrint was supposed to contact me to confirm my readiness for shipment once the printer was ready. With updates as the printer was being prepared. ( Not one update has been provided since purchase date) Issue: As of today, I have not received the Omni DTF Plus Printer, nor access to the Omni DTF Software. Despite multiple follow-up attempts, including on July 16 and July 22, 2024, I have received no response or updates from OmniPrint International regarding the status of my order.Business Impact: The delay and lack of communication have caused significant disruption to my small business. The printer and software were crucial for expanding my product offerings and fulfilling customer orders. This has resulted in lost business opportunities and revenue, adversely affecting the growth of my business.Desired Resolution: I am seeking a full refund of USD $34,995.00 for the Omni DTF Plus Printer Package due to the failure of OmniPrint International to deliver the product within the agreed-upon timeframe and the complete lack of communication.

  

  Business response

  08/15/2024

  Dear **********************,
  
  Thank you for reaching out to us regarding your experience with Omniprint International. We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concerns.
  
  We understand that delivery delays can be frustrating, and we apologize for any inconvenience.  We regret that there have been delays in the fabrication process of the printer, which has impacted our ability to fulfill the order within the originally anticipated timeframe.  Over the past several days, we have made multiple attempts to connect with you through both email and phone calls to provide updates and address their concerns. Unfortunately, we have not received a response to our outreach efforts.
  
  We would like to offer further updates on the status of the printer and provide a revised delivery schedule.  We kindly request your prompt response to our communication attempts so we can move forward with a satisfactory resolution.
  
  We appreciate your patience and cooperation and look forward to hearing from you.
  
  Sincerely, 
  Omniprint International
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  ** December 22, 2023, I applied for financing through ************** for the purchase of a printer from Omni Print International, amounting to $12,495.00. During the sales process with sales representative *****************************, there were discrepancies in the purchase and sales agreement (which I did not sign), coupled with a lack of communication from the sales rep. ** or around December 28, 2023, I decided to cancel the purchase of the *** printer. After informing ***************************** of my decision, he ceased further communication. When I finally reached him, he gave me the runaround. Unbeknownst to me, he/Omni Print processed the payment of $12,495.00 without my authorization, as I never signed the purchase and sales agreement (I only applied for the loan/financing).Omni Print International and ***************************** have defrauded me out of $12,495.00. When I called the company, I spoke with operations manager ***********************, who admitted on the phone that he was viewing my cancellation on his computer screen. However, he refused to provide me with a copy, stating he was not authorized, and that the accounting department would assist me. Despite multiple messages and emails to the accounting department, I have yet to receive a response or resolution.This situation has gone on for far too long. Omni Print International operates in a deceptive, fraudulent, and unethical manner. Despite their claims of working with me to resolve the issue, it is simply a tactic to delay and avoid refunding money that is not theirs. We want to be refunded immediately.

  

  Business response

  06/25/2024

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

  Thank you for reaching out to us regarding your experience with Omniprint International. We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concerns.

  Please be assured that we take your allegations very seriously. Our Operations Team has received your messages and is actively working on finding a resolution to this issue. 

  We are committed to ensuring that this matter is resolved in a fair and timely manner.  Your patience is greatly appreciated as we work towards a satisfactory resolution.

  Kind Regards,
  Omniprint International

  Customer response

  06/27/2024

  Hello,

  Thank you for your prompt response and for acknowledging my concerns.

  While I appreciate your assurances that the Operations Team is working on resolving this issue, I must stress the urgency and severity of my situation. It has been six months since I initially raised this issue, and I have not received any communication or resolution from your accounting department and Operations Team despite multiple attempts to reach out.

  To reiterate, the payment of $12,495.00 was processed without my authorization, as I did not sign the purchase and sales agreement. I also canceled the order and informed your sales representative *****************************,as well as customer service rep **** I have filed multiple disputes with *************** but the issue remains unresolved. I am seeking a full refund of the $12,495.00 immediately.

  Please provide me with a clear timeline for when I can expect this issue to be resolved and a refund to be issued.

  Additionally, I request a copy of all relevant documentation, including any internal communications or records regarding my cancellation.

  Your cooperation and timely action in this matter will be greatly appreciated.

  Kind Regards,
  ***********************

  
  

  

  Business response

  07/11/2024

  Dear **************,
  
  Thank you for your response. We understand your frustration and sincerely apologize for the inconvenience this situation has caused you.
  
  We would like to clarify that our records indicate the sale was authorized, as the sales receipt was signed.  However, we recognize the importance of your concerns and are committed to resolving this matter promptly.
  
  Our management team will be reaching out to you directly to discuss the situation further and work towards a satisfactory resolution.
  
  We appreciate your patience and cooperation.
  
  Sincerely,

  Omniprint International

  Customer response

  07/15/2024

  Dear Omni Print International,

  Thank you for your prompt response and for acknowledging my concerns.

  I appreciate your clarification, but I must reiterate that the sale was not finalized as I did not sign the purchase and sales agreement.There were a lot of discrepancies between the purchase and sales agreement and the financing document I signed for *************** Due to the lack of communication, customer support, and transparency during the initial sale process, I reached out to ****** and informed him that I was not moving forward with the purchase. The payment was processed before the sale was finalized and I should have received a refund immediately upon canceling the transaction.

  I spoke with ******* several times on January 8th, January 9th, January 12th, January 15th, and January 19th. However, he ceased communication after January 23rd. Additionally, I spoke with *****, *******'s supervisor, on January 15th, reiterating the urgency of this matter and confirming the cancellation with him. Both ******* and ***** assured me that they would send me a copy of the cancellation, but I am still waiting for it to this day. Additionally, I have filed a consumer complaint with the MA ************************* and the ************************* The MA ************************* assigned my case to an advocacy group, and they reached out to your team several times, only to be given the runaround each time we called.

  How is Omni Print International resolving this matter? Your management team has not reached out to me directly. I need a clear plan and timeline for resolving this issue, including the immediate refund of the $12,495.00. The continued delay and lack of communication are unacceptable, and I expect this matter to be resolved promptly.

  Thank you for your attention to this matter. I look forward to your prompt response and resolution.

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

• Initial Complaint

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Seeking assistance on getting the mechanical issues fixed with the equipment that I purchased for over $20,000.00 that hasnt worked properly for even a year. No Communication except by email and now that communication has even stopped. I believe the product was made with cheap parts that continuously breaks down causing the consumer to spend even more monies in addition to. I will seek legal counsel and Im also looking to file a class action due to the other reviews listed on this site. This product seems to be a scam

  

  Business response

  05/23/2024

  Dear ******,
  
  Thank you for reaching out to us regarding your experience with Omniprint International. We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concerns.
  
  Our records show, our technician is currently working with you to resolve the ongoing issues. Initially, a different technician was handling your ticket and helped replace the dampers and wetcap station in an effort to fix the problem. Unfortunately, it appears these steps did not fully resolve the issue, and we escalated your case to another technician for further assistance.
  
  We understand the inconvenience this has caused and are committed to finding a solution. An appointment has been scheduled for Friday, June 7th, to further assess and address the mechanical issues. We initially attempted to schedule this appointment for next Wednesday, but we understand you are unavailable from Wednesday through Friday due to your son's graduation.
  
  Please know that we take your feedback seriously and are dedicated to ensuring your equipment functions as expected. We aim to provide the best possible service and rectify any problems promptly.
  
  If you have any further questions or need immediate assistance, please do not hesitate to contact us directly. We appreciate your patience and look forward to resolving this matter to your satisfaction.
  
  Kind Regards,
  Omniprint International
  

  Customer response

  05/24/2024

  I will not be satisfied until this $20,000.00 unit is up and operational and or physically replaced. I still feel that this unit is built poorly and with parts that are made to breakdown in a short period of time causing the consumer to continually pour more monies into it just to be able to utilize it. For a total of $20,000.00 I should not have to be performing repairs myself while discussing how to do so over a zoom call. For $20,000.00 there should be a longer warranty period seeing that you obviously are using cheaply made parts. If you look at the reviews on this site EVERYONE IS DEALING WITH THE EXACT SAME ISSUES AS I AM. That speaks volumes of this product. The amount of time I have had the product compared to the amount of times Ive been able to utilize this product does not add up to the sum of $20,000.00. My belief is that its made to break down. 

  

  Business response

  05/28/2024

  Dear ******,
  
  Thank you for your candid feedback. We understand your frustration and are committed to ensuring your equipment functions as it should. We appreciate your patience and cooperation as we work towards resolving the issues with your unit.
  
  We want to assure you that the parts used in our equipment are of high quality. Our goal is to provide reliable and durable products to our customers, and we regret that you have experienced these issues.
  
  Regarding your concerns about the warranty, we do offer extended warranty options to provide additional peace of mind. If you are interested in exploring these options, please let us know, and we will gladly assist you.
  
  We understand the importance of having your equipment operational and apologize for any inconvenience caused by the need for repairs. Our technician will continue to work closely with you to ensure your unit is fully functional. We are committed to resolving this matter and restoring your confidence in our product.
  
  Please feel free to reach out with any further questions or concerns. We value your feedback and are here to help.
  

  Kind Regards,

  Omniprint International
  
  

  Customer response

  06/03/2024

  yes, you offer an extended warranty of $1500.00 for a year that in addition has me to believe that you are very aware that your product has been made for cheaply made parts. That how you acquire more money from you consumers. First by only offering a year warranty on you poorly made products and then charging additional monies for additional coverage for short periods of time.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a DTF printer on 1/15/24, order K21149727. I was first given a 4-6 week lead time and then was told 6-8 weeks. After numerous excuses and delays I have asked to cancel my refund due to them not fulfilling their end of the agreement. They are not wanting to refund my order without me signing an agreement to not share my experience on social media and telling me once that is signed it would take 30 days to initiate my refund. I am asking that you assist with acquiring a refund due to not recieving the product as promised.

  

  Business response

  04/08/2024

  Hi *******,
  
  Thank you for your message. We are sorry that your experience with Omniprint International fell short of expectations.  We also want to thank you for giving us the opportunity to make things right.  Our records show that our team has been in contact with you and is currently working with you to move forward with a refund.  Please note, this process can take time.
  
  Our top priority is to serve our customers and provide the best customer service so we will continue to provide any additional assistance that *** be needed.  Again, we thank you for your patience and for allowing us to make things better.   We are always here and happy to help!  
  
  Kind Regards,
  Omniprint International

  Customer response

  04/08/2024

  They are delaying my refund intentionally saying they will send me a refund agreement.  I have already given them a week with no agreement or further communication when I ask for the agreement or to process my refund.  We are 6 weeks past the initial lead time given.  A refund should not take this long when they did not hold up to their end of the agreement.  

  

  Business response

  04/12/2024

  Dear ******* ,
  
  We sincerely apologize for any inconvenience caused by the delay in processing your refund. Please be assured that we are actively working on resolving this matter. Our internal processes require certain steps to be followed to ensure accuracy and compliance. We understand your frustration and appreciate your patience during this time.
  
  Rest assured, we are committed to addressing your concerns and expediting the refund process as swiftly as possible. We will ensure that you receive any necessary updates along the way.
  
  Once again, we apologize for any inconvenience this delay may have caused and thank you for your understanding. Should you have any further questions or concerns, please do not hesitate to contact us directly.
  
  Kind Regards,
  Omniprint International

  Customer response

  04/15/2024

  Your response to the BBB is untruthful.  You emailed me a refund agreement that does not pertain to my refund situation and now you will not respond again.  Your refund agreement only pertains to cases where I would be returning your printer.  In this case, there is no merchandise to return since you did not fulfill the order.  Additionally, your agreement requires me to remove any BBB, and other complaints and comments online about you. Removal of complaints can not be a requirement in order to qualify for a refund.  

• Initial Complaint

  12/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a Free Jet 330tx plus t shirt printer. I bought this in August of 2021. Free Jet cost me $25,000 plus finance charges.Once I received my printer, from the beginning it was missing a part. They had to ship it out to me. 3 months into the machine the machine started breaking down. The company is based out of **********, it was under warranty, but they never told me I had to video call to direct me how to fix this machine. I had to repair this machine every 3-4 months. Now this machine is out of warranty the part that went bad is now the third time in two years. In July of 2023 I had to pay $1600 to replace the part cause out of warranty. same part is not working. I called them to complain and they want me to pay a tech $199.99 to video call me to do a diagnostic the machine. I keep telling them I'm not a mechanic. Why do I have to pay someone to tell me what to do and If I break a part doing a diagnostic I have to pay for that part. Or I can ship the machine to them. Shipping is close to $1000. I asked them to replace the part free of charge cause the Part is called a Print Head. that part is what prints your design. So now this machine is sitting, and not making me money back. I told them I will be contacting a lawyer to Sue *********** help me.Thank You *****************************

  

  Business response

  01/03/2024

  Dear ******************,
  
  Thank you for reaching out to us regarding your experience.  We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concerns.
  
  After reviewing your case, we would like to clarify that your printer is currently outside the warranty period. As per the terms outlined in the signed purchase agreement, once the applicable warranties expire, we are not obligated to offer any concessions, discounts, repairs, free ink, or product replacements.
  
  We acknowledge your frustration with the out-of-warranty diagnosis fee required for our technical support team's assistance. This fee is essential to cover the expertise and time of our technicians. While we empathize with your situation, we must adhere to our established policies.
  
  If you choose to proceed with the diagnostic service, our technical support team will provide valuable insights into resolving the issue with your printer.  Our team will be reaching out to you to confirm if you are ready to proceed.
  
  If you have any further questions or if there's anything else we can assist you with, please do not hesitate to contact our customer support team.  We are always happy to assist.
  
  Kind Regards,
  Omniprint International
  
  

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our Freejet 330TX Plus in September of 2021, and have had nothing but issues since day 1. Now we have a second machine, that also does not work properly. We have replaced almost every part in the machine on our own in the last 6 months, without any progress. The machine has been down more than it has worked, and we have been cancelled on by technicians on many occasions. We have lost income, and have had to push multiple jobs, making our customers extremely unhappy. Our warranty is up this month, and we still do not have a working machine. On top of it all, we have parts sitting at our shop that need to be installed, but we cannot get a technician to keep their appointment with us so we can install them.

  

  Business response

  10/02/2023

  Hello ******,

  Thank you for reaching out to us regarding your experience with Omniprint International. We sincerely apologize for any inconvenience you may have encountered and appreciate the opportunity to address your concerns.

  We have reviewed your case thoroughly and can confirm that you have been actively engaged with our technical support team to address the issues you've encountered. Your commitment to resolving these matters has not gone unnoticed, and we appreciate your patience during this process.

  In light of your warranty expiration, we are extending our commitment to resolving your machine's issues. We will prioritize scheduling a technician to ensure the installation of the pending parts and comprehensive troubleshooting to achieve a fully operational machine.

  Again, we thank you for your feedback and for allowing us to make things better.   We are always here and happy to help!

  Kind Regards,

  Omniprint International

  
  

  Customer response

  10/02/2023

  I'll believe this when I see it. So far the response I've received from technicians is that they are "waiting on information from their superiors" on how to proceed with our case. 
  

   I won't accept your response until I've actually been contacted, and a solution has been reached.  

  

  Business response

  10/10/2023

  Dear *******,

  Thank you for your response.  Again, wed like to start by expressing our sincere apologies for any inconvenience you have experienced throughout this process. We understand your concerns and frustrations, and we are committed to continue to work with you.  

  Wed like to provide some clarity on the current status of your case. Our technicians have indeed been working diligently to address all the warranty-related issues with your printer. We're pleased to inform you that all such issues have been successfully resolved.

  However, the delay you've encountered arises from the need to replace a consumable item, specifically the pump, which falls outside the coverage of the warranty. Our team has been in communication with you regarding the pump and will reach out to you again to see how you would like to proceed. 

  While we understand your frustration with the delays, we want to assure you that we are committed to working with you on resolving this matter.  Once you are ready to proceed with the replacement of the pump, our team is more than happy to assist you promptly.

  Once again, I apologize for the inconvenience you've experienced, and we are dedicated to making this right for you. Thank you for your patience, and we look forward to assisting you in the best way possible.

  Kind Regards,

  Omniprint International 
  
  

  Customer response

  10/20/2023

  We have yet to be contacted by **** to resolve this issue. I keep being told by ************** that "upper management" is reviewing our case and he will get back to me soon and we've been waiting for over a month and a half for response. 
  

  The pump is a consumable part, however issues happened immediately after we replaced the pump, which leads me to believe the pump you sent was faulty. That is your responsibility to provide me with a working part when I pay $700 for it. 

*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. ↩