Complaints

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Buyer beware:Unfortunately, this company has been a real good ****** of what horrible support for a company is after being promised to be the Print shops ultimate support.Purchased a 330TX plus after being sold on local support, and service. Sadly support you have to wait until they can call you back. I have had to replace the pump 2-3 times a year which is not warrantied and print head a few times which again, have not been warrantied and forced to buy them again so makes me wonder why even pay for the warranty. I always made sure to remind them all the ink, parts, pre-treat, even pre-treat machine were all from them. We were just looking for a one-stop shop.This machine has now been sitting for over 3 months with no end in sight as to what will keep going wrong with it. From day one, sadly this 330tx plus did not work and when they did get it going, it would only last for a day or two before having to call and place another ticket.The finance company is predatory and they do not tell you that you cant get it financed elsewhere. They add the entire interest at the beginning of the loan $650 monthly payment for a machine that will never work for over a day or two. STAY AWAY Hopefully one day ****** will see people did believe in his goal and we were there to support him. Real saddening to see we dont get that support back when all it would do is keep us still purchasing with them due to always needing more supplies. The printer is literally just a membership if you consider you have to purchase ink, pre-treat(and there are multiple ones), dry sheets, curing sheets, maint swabs for cleaning, cleaning solution, cleaning concentrate, the list goes on and on. I am more than willing to speak with anyone form OmniPrint so please feel free to verify this purchase however you need to.

  

  Business response

  09/15/2023

  Hello *******,
  
  Thank you for bringing this to our attention. 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.

  We've thoroughly reviewed your case and couldn't find any open tickets associated with your recent concerns. It appears that some of the issues you've encountered may be related to consumable replacement or regular maintenance.
  
  Regarding the pump replacements, both instances occurred within the acceptable service life of **** months, with the first one taking place 18 months after the printer purchase and the second one 9 months later.
  
  We also noted that no orders have been placed with us since December 2022, which could explain the absence of certain supplies.
  
  We take your feedback seriously and have reached out via voicemail to offer further technical support assistance. Please feel free to return our call if you require any assistance or have additional questions.
  
  We value your business and are committed to addressing your concerns to ensure a better experience moving forward.
  
  Kind Regards,

  Omniprint International

  Customer response

  09/29/2023

  
  This is incorrect. I had purchased another print head ($1,200) and was still told to keep calling for updates. This is not resolved and will be going to litigation and the state if need be. 

  

  Business response

  10/10/2023

  Dear *******,

  Thank you for your response.  Again, we do apologize for any inconvenience you've experienced in connection with your purchase. We value your business and take your concerns seriously.

  In our communication,  you mentioned that some of these purchases may not be linked to your business account, which has made it challenging for us to locate the specific transactions in our system. We apologize for any confusion or difficulties you may have faced in this regard.

  Please be assured that we are committed to continue communicating with you and working diligently to provide you with a resolution to your concerns. We understand that you are considering legal action, but we would like to continue our dialogue and collaborate with you to address the issue without resorting to litigation. Our goal is to reach a mutually agreeable resolution.

  Once again, we apologize for any inconvenience you've experienced.  Your satisfaction is our top priority, and we thank you for your patience in this matter.

  Thank you for your understanding and continued business with us.

  Kind Regards,

  Omniprint International 

  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a FreeJet 330TX that arrived on April 20, 2023, but to this date August 21, 2023, I have not been able to print t-shirts or transfers. OmniPrint says this is because of user error even though I can successfully print t-shirts on another colleague's 330TX with no problem, this colleague cannot print from my printer.I bought this printer because of the quality and lowest ink cost that it boasts in ads, but although it has been over 4 months, I still can't benefit from the product.I requested a refund for the unpaid amounts for this product with no success. If OmniPrint or anyone else who cares about a customer's satisfaction would like to help me, I would be grateful.~ Sadly T-shirt Printing Beginner

  

  Business response

  08/25/2023

  Hello,

  Thank you for bringing this to our attention. 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 working with you and helping you with the maintenance your machine.  We have previously provided complimentary on-site service as well as in-house repairs.  We also acknowledge that we are currently working with you to schedule another in-house repair.    Our team will continue to provide any additional assistance that *** be needed to ensure your machine is running at optimal levels.  
  
  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

• Initial Complaint

  07/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  November 2022, I paid for an upgrade to my software. After I paid it took 3 weeks before receiving a call. On the call I was told they had to install the software on my computer. I requested to have the software disc which they advised they would not provide. I am very uncomfortable having someone port into my computer and I was having computer issues as well and in process of buying new one. In Dec I had to travel to La. as my father passed. I requested for a disc or for them to call me in January so we can get this all figured out. No call. I called and left 2 messages in Jan even though I was sick from Covid that I got somewhere from travel and or funeral. On my receipt it indicates software being shipped. I talked to several people in April requesting to just refund as its been to long. I just want a refund of the software that I have no disc for and was never installed. I spent a lot of money with this company buying their printer and they will not be honorable and just refund my money. I am not trying to be hateful ect. I was happy with them until this whole situation. I am out $300 with no upgraded software. When I really needed the upgraded software I did not have it and therefore referred out a nice size printing job 75 shirts! Regardless I do not have what I paid for and for them to continuously not return calls is just not good business. I will not spend another dime with them unless they do the right thing and just refund. I dont know how they can keep my money for nothing but grief in return.

  

  Business response

  08/01/2023

  Hello,

  Thank you for bringing this to our attention. We are sorry that your experience with Omniprint International fell short of expectations.  I also want to thank you for giving us the opportunity to make things right.

  Our records show that ************* did make an attempt to assist you with the installation but was not able to connect with you to complete that install.  Our team will proceed with a refund and will contact you to see if you need any additional assistance. 

  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

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Freejet 330tx plus back in October of 2021 and it has given me nothing but problems since Ive had it. It hasnt been working for almost a year now and Im beyond frustrated. Ive done countless zoom calls to troubleshoot the issue and each time its something different than before. I have replaced the print head , the pump , the board and the gear sensor all to no avail. The techs diagnosis is what led to the replacement of each part and I still get the error and ink lights flashing when I try to power the printer on. Communication has been terrible and at this point I feel like they are attempting to stretch things out until my warranty expires in October because I am still under warranty but they arent resolving the issue. At this point I either want a refund or a new printer all together. This is ridiculous I have spent close to ****** on a printer that I cant even use. If it werent for my day job I would have defaulted and ruined my credit completely with this purchase. Im having to pay for it out of pocket rather than it paying itself as it should and my t shirt business has been a failure thus far because of it. This purchase has put my family in a bind financially and I wouldnt recommend this company to anyone because the way they have handled this situation is terrible. As I said before I honestly think they are just trying to pacify me until my warranty expires leaving me no choice but to seek counsel and file a lawsuit to make them honor their warranty

  

  Business response

  07/28/2023

  Hello,

  Thank you for bringing this to our attention. 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 our team has been in communication with you and that the *** has been processed.  As soon as you receive the parts needed for the repair, we will assist with the installation.   

  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

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Omniprint charged me for a printhead and tech service. Then left my printer open for 5 weeks and casued it to short out. Now want me to pay for more tech support. This is an experience that many others have had. I would like the cost i paid for my printer to be returned back to me. They clearly don't know how to fix their printers.

  

  Business response

  06/15/2023

  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.

  Upon reviewing your complaint, we would like to clarify a few points. Firstly, it is important to note that your printer was already out of warranty when you purchased and installed a replacement printhead on your own. Subsequently, you experienced issues with the printer's functionality, and you contacted us for assistance. At that time, a diagnostic fee was charged for **************'s assessment.

  ************** diagnosed the primary issue as a blown fuse and recommended replacing the board. However, you declined this recommendation and either replaced the fuse yourself or sought assistance from a third party.  It is also crucial to mention that the printer was disassembled for an extended period between diagnosing the blown F1 fuse and reassembly. Unfortunately, leaving electronics open for weeks can lead to corruption in integrated circuits, which may have contributed to the malfunction you are experiencing.

  We acknowledge your frustration with the situation; however, we cannot assume responsibility for any damage caused by self-repairs or repairs performed by third parties. This is why we strongly recommend that customers allow our certified technicians handle any necessary repairs. 

  Regarding your request for a refund of the cost you paid for your printer, we regret to inform you that we cannot honor that request. The warranty on your printer had already expired, and the issues encountered were a result of the self-replacement of the printhead and subsequent repairs outside our recommended channels.

  If you would like to proceed with further assistance, please reach out to our support team.  We appreciate your understanding and look forward to the possibility of assisting you further.

  Kind regards,
  Omniprint International

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Omniprint sells a faulty product that they don't provide proper maintenance for. Their technicians will tell you to do things, AFTER they stop recording a call and when it doesn't work their management team says that I did something they didn't recommend. They sold me a printhead and told me I could install the printhead by looking video online, that they posted. But now they are saying, I did it on my own. They lie, they create fake reviews and then they take advantage of people by tying them to predatory loans. I bough a printer from them 2.5 years ago and its now a brick. I followed everyone of their recommendations and instructions to now find they are lying to avoid any penalties.

  

  Business response

  05/02/2023

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

  We appreciate your feedback and we apologize for any misunderstandings or inconveniences you *** have experienced with our products and services. However, we must respectfully disagree with your claims that Omniprint sells faulty products, provides improper maintenance, and engages in dishonest practices.

  At Omniprint, we always strive to provide the highest quality products and services to our customers. Our team of technicians is highly trained and dedicated to providing the best possible support and assistance to our customers. We take great pride in the honesty and integrity of our team and we can assure you that our technicians do not stop recording calls prematurely. We believe in transparency and honesty in all of our interactions with customers.

  We are also proud of the amazing reviews that our customers have left for us. All of our reviews are 100% real customers, and we do not engage in any kind of fake review practices. We understand that your experience *** not have been satisfactory, but we are committed to addressing any issues and providing the best possible service to our customers.

  As previously mentioned in our response to your initial review, if you would like to repair your printer, we would be more than happy to provide in-house or on-site services. We appreciate your continued business and we hope to have the opportunity to resolve any issues to your satisfaction.

  Thank you for your understanding and for giving us the opportunity to address your concerns.  

  Best regards,
  Omniprint International

  Customer response

  05/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased equipment from Omniprint on 3/20/23 and was told I would have it by the first week of April. That did not happen. Since then the salesman had put me off and put me off making excuses. On 4/10/23 I called to follow up so see if everything had shipped yet only to be told by my salesperson that he didnt know. After he got back to me saying no it hasnt shipped I had decided to cancel the deal because he couldnt provide a ship date. I had sent in a email after speaking with my salesperson to cancel per his request. At that point got a phone call from their director of sales basically saying they had a show they needed to get ready for and stopped work on my order. I spent ******** with this company and received nothing. The director of sales had asked if there was anything to do to save the deal and I responded with no. I lost money from losing clients because nothing was shipped when it said it would be. The only thing I asked for was the creditors be refunded in a timely manner. Since then I have followed up only to be ignored and get no response. Out of the blue I received a email saying my printer was ready to be shipped and I responded with I will not accept the order and nor will I do any business with Omniprint. I continue to follow up with email, texts and phone calls only to get no response and to be ignored. I did not receive any product and cancelled the order before shipped. This company should not be holding onto $******** that needs to be credited back to the lenders after saying they would refund me. I have emails and text for proof. They shouldnt be allowed to do business. I would not recommend to anyone. I just want the money returned to the lenders.

  

  Business response

  04/19/2023

  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 and the lending agency to move forward with a refund.  
  

  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 feedback and for allowing us to make things better.   We are always here and happy to help!  
  
  Kind Regards,
  Omniprint International
  

  
  

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Omniprint is a company that scams people into purchasing their equipment based on really good marketing. We purchased an omniprint and within 2 weeks of purchasing it the machine broke even after we took all of the training courses and got certified to use it. We spent thousands of dollars to have one of their agents flown out to our office to fix it and it broke within days of them leaving again. This machine has been a $30,000 investment for our company and it has been the biggest rip-off I've ever seen. There are countless others going through the same thing with omniprint and I have a company that is a A+ better Business bureau company and I think it's a shame that better Business bureau would acknowledge these people as a rated.

  

  Business response

  03/23/2023

  Hello ******,

  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 your last service ticket was submitted in November of 2021.  Our team has provided timely replies to your messages and communicated with you throughout the entire process.  Although no additional tickets have been opened since the end of 2021, our team recently reached out, but youve declined our offer to help.

  If you would like additional assistance, please reach out to our team and we will help you as best we can. We proudly stand by our Better Business Bureau rating and would love the opportunity to assist you.  Our top priority is to serve our customers and ensure that your machine is functioning at optimal levels. 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

  03/23/2023

  So your tech support team did get in contact with us and it's a bit of a joke because I've been through this process with them numerous times. Each time it ends the exact same in which you all tell us it's training, own failure with the machine. We tried this so many times and spend so much money right after we just bought the machine and trying to repair it and paying to fly one of your techs from Cali to our office in ******** to fix the machine and it still broke 1 week after. I pray that anyone who's ever considering to purchase anything from them really goes and does some deep diving on social media and look at how many omniprint hate groups there are out there and how many thousands of members are in those groups that have had the same problems with omniprint. The reason why you haven't heard from us since 2021 is because we honestly just got sick and tired of going back and forth with omniprint and getting tossed to the side and having to spend more and more money to fix what should not have been broken to begin with that we just flat out gave up. Clearly you were not ever planning on replacing the machine which was probably a refurbished machine to begin with as we found all types of dings and clear signs of usage on it from the first time we opened it. Even after we paid to send the machine back to your ************** all to repair it, it came back and even worse condition. We notified you that when it was dropped off the company that you all paid to drop it off had it sitting on the wrong side when they dropped it off so if it wasn't broken when it left your office it's certainly was broken when it returned to ours. We notified your company that the shipment came back damaged and still no one cared so yes you have not heard from us in a few years but that's because we understood that we've been scammed 

  

  Business response

  03/24/2023

  Hello ******,

  Thank you for the prompt reply.  We are sorry to hear you experienced issues with the delivery, which was done by a third party, and unfortunately is out of our control.   Our records do show that our tech support has been in contact with you and they have been trying to provide assistance.  As previously mentioned, we will continue to provide any additional assistance that *** be needed to ensure your machine is running at optimal levels.  

  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

  04/04/2023

  This is more of the same from omniprint. Your tech support team reached out to me one time and that does not account for constantly trying to reach out to me. I've heard the same thing from you many times and it results in your tech support looking to upsell me and trying to have me pay for another technician to be flown out here at my expense to ******** plus all my repairs out of pocket. I won't let you just sugar coat these complaints so it makes it looks as if you're actually taking care of your clients. I want something done, what is your company going to do about it?

• Initial Complaint

  02/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 28k for non working printer and I have called and have been giving false promises of how to fix the printer only worked for 3 months and havent work since I have called and have been advised would get tech support which didnt happen its always something. I was advised I can mail back for an astronomical amount to be looked at, but that wouldnt guarantee to fix! They are falsely advertising their business and the product is definitely not worth the buy and doesnt work efficiently and or effectively and is an absolute rip off.

  

  Business response

  03/16/2023

  Hello *********,

  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 provided timely replies to your messages and support tickets.  The last support ticket that you submitted was in May 2022.  Although no additional tickets were opened, our team reached out to offer additional assistance.   

  In regards to the maintenance, yes, as with most machines, maintenance and consumable replacements are needed periodically.  We do offer virtual technical support to all of our customers, and at times, there are additional fees for a technician to either travel to the location where the machine is located or for you to ship your machine to our warehouse for in-house repairs. Throughout our communication, youve declined our assistance for professional in-house repairs to be done by our team.  While all of our prices are reasonable, we offered a payment plan, but you also declined that option.  If you give us the opportunity to help, we would be happy to assist you with the repairs needed for your machine.

  Our top priority is to serve our customers and ensure that your machine is functioning at optimal levels. 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

  03/16/2023

  I understand that with the printer comes maintenance. I have did the proper maintenance and I did not use the machine enough to put wear and tear on wearable parts. The problem is the printer is insufficient in the functions that the company omnium print international said it was capable of in further review, I also reached out to Omni Print to resolve the issues, and I was given the runaround by technical support on every phone call which exhausted my resources by the time I got a hold of technical support the printer was in functionable due to me, shutting the printer down as I did through a zoom meeting with technical support upon request of returning the printer I was told that I would have to pay $700 in shipping cost  and they were not sure what will resolve the issue and how much it would cost and was told that I would have to pay another $3000 as if that was what the estimated cost would be to repair the printer . Without the technical support or technician actually knowing what was wrong with the printer they gave me several diagnosis. I was not confident that what they told me the printer problem was was actually the problem being I only had trouble with one color on the printer and I dont believe That they were sure what the problem was neither . I feel that Omni Print did not give me a clear resolution, and it was a run around in an attempt to pretend to help me resolve the issue. They did respond back to my request within one week only after I place the complaint with the Better Business Bureau. With the ending call they told me today 3-15-2023 that I will receive a call after talking to high *** to resolve the matter after I refused a fifty percent discount after I pay them fifty percent of technical support cost which Im not sure what the cost would even be . Just run around after run around phone called with one ring hang *** . 

  

  Business response

  03/17/2023

  Hi *********,

  Thank you for the prompt response.  Again, we are sorry that your experience with Omniprint International fell short of expectations. We proudly stand by our Better Business Bureau rating and rest assured that our top priority is to serve our customers and make sure their equipment is running at optimal levels.  Our records show that our team has provided timely replies to all of your messages and support tickets, and has offered several options in regards to maintenance your machine currently needs. 

  On our most recent call, our team recommended having your machine shipped to our warehouse so our technicians can properly diagnose and provide the professional repairs that are needed.  To help offset the shipping expense, we offered a payment plan, but you declined our offer. 

  As previously stated, we would love the opportunity to assist you with ************.  Our team will reach out once again to answer any additional questions and happily assist if you are ready to move forward.  
  

  Kind Regards,
  Omniprint International
  

  
  

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tech savvy graphic designer here. Purchased the Freejet 330 **. Do not recommend. Why? For starters, they've ripped software, drivers, etc from elsewhere (Epson printer drivers) and just put an Omniprint shell overtop. The color profiles aren't correct (doesn't want to print grey at all, just goes black), the DirectRip software they use does NOT communicate with the printer effectively. And by that I mean it is so glitchy, it's not funny. And it'll do it in the midst of printing your image. And this is a computer that I bought NEW, and have put NOTHING else on it, because the program just cant handle absolutely anything else running. Also, don't leave the program up for too long, or it starts to glitch and lag worse. All in all, it doesn't communicate well with the plagiarized driver and software; nor does it work in synchronized ******* with their machine. I swear you throw out a shirt for every 3 you seem to print, because even with the same settings it will mess the next print up. And because they did not put the time to develop their own software that works with the machine, there is absolutely no diagnosing/error details. It messes up, and you have to pretty much guess by process of elimination. Or try to have them diagnose it via zoom and pray you don't need a technician for the small fee of your right arm. Everyone is turning around and selling these machines for maybe three thousand dollars because of all the issues. The financing company really shouldn't even be working with Omniprint, given how thrown together the machine and software is, and that it's just not the product they promise. Just seems they ripped off drivers and software from everyone else instead of putting the time and research (and money, god forbid) into creating their own software that works seamlessly with their machine. We have a twenty thousand dollar debt for an oversized paperweight now. Wish we could give it back AND wipe the debt off of our credit report. Such a disappointment.

  

  Business response

  02/23/2023

  Hello,

  Thank you for bringing this to our attention.  We are sorry that your experience with Omniprint International fell short of expectations.  We would also like to thank you for giving us the opportunity to make things right.

  Our records show that our tech support has made several attempts to get in contact with you, but we've been unsuccessful.  As of right now, we do not show any additional pending/open tickets.  Please contact us at your earliest convenience so we may help provide you with a resolution. 

  Again, we thank you for your feedback and for allowing us to make things better. 

  Best,

  Omniprint International

*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. ↩