Complaints

• Initial Complaint

  11/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Sawgrass 500 Printer from Coastal Supplies. Once I unboxed the printer, I set up the software on my own iMacPro. It was then that I realized that their advertisement of over $3,000.00 in software was not true at all. It was the sole reason I purchased the printer. I immediately contacted **************** and was sent to the Marketing Director. ***** ******. He simply dismissed my claim of false advertising and told me I could not return the printer and receive a full refund. The printer cost me $624.00, which is a lot for a very simple sublimation printer. I truly thought I was receiving special software that would aid me in my business. The software advertised that comes with the purchase is actually free to anyone who wishes to create a login. This is false and misleading advertising. I have purchased a lot of supplies from the company and am very disappointed in the service and attitude of ***** ******.

  Business response

  11/22/2024

  ** Below is a transcript of the response that was sent to the customer on 10/22/24:

   

  Good afternoon, *******,

  I wanted to follow up with an email after leaving you a voicemail just a few moments ago. I understand youre experiencing some concerns with your Sawgrass printer purchase, and I genuinely want to help you resolve the issue as  smoothly as possible.
  
  It seems there was a blank bundle left off your order, and I sincerely apologize for the inconvenience. This was due to a website error that weve since ******** make it right, the blank bundle has already been shipped. Additionally, as a gesture of goodwill, wed like to offer you a $50 gift card toward your next order and a free 1-hour live training session on your Sawgrass printer to ensure you have everything you need to get started and printing successfully. I hope this will help address any frustration caused, and we truly appreciate your understanding.
  
  Regarding the printer registration, I know the recent changes on the Sawgrass website may have made things a bit confusing. Fortunately, theres no need to register the printer itself. To access the software, simply go to *************** and click on "My Sawgrass" (in pink letters) at the top of the page. This will direct you to ******************. In the upper right corner, youll see an option to Join | Login. If you haven't created an account yet, click "Create an Account" and follow the steps to complete your registration. Once your printer is set up and connected, youll have access to all the free My Sawgrass software, including Design and Print, which are the key tools you'll need to start printing.
  
  Please feel free to reach out if you have any further questions or concerns. Were here to support you every step of the way.
  
  Warm regards,
  
  ***** ******
  Director of Marketing
  t. ************
  e. ******************************************************
  toll free. ************
  ************************************************

   

  ** There were multiple individuals at our company that reached out to the customer in an attempt to resolve her concerns. As a courtesy, we offered a $50 gift certificate and a free 1-hour live training session on the printer. The customer requested to return the printer, but our return policy clearly states that all equipment and printer sales are final. When this was reiterated, the customer stated that she would file a dispute with ****** (which is the lending company that was used in order to purchase the machine), claiming false advertising. She did move forward with the dispute, but when presented with the documentation, Affirm sided with us and the case was closed in our favor. 

  There are multiple emails on file of correspondence between the customer and our staff, if needed.

  Thank you

  
  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order with Coastal Business Supplies. Order #******. I was approved for financing on 6/24/2021. I leased the equipment through Quick Spark and initially signed my documents on 6/28/2021 for the Epson F570 Standard Addition 24" Desktop Printer. I received information that the printer I ordered was being discontinued but I could upgrade to a professional edition & there was a $200 price difference & shipping would start in late October. I was fine with that. I received notification on 11/4/21 that they still had several of the standard edition models still in stock & they would not be sending out any of the newer models until they sold all of the other models. I received a shipment update on 11/22/21, 11/29/21, 12/6/21, 12/13/21, 12/20/21 & 12/27,21 asking if I'd received the equipment and I advised them with each email correspondence that I had not received the equipment. I received a follow up phone call & then received an email on 12/31/2021 that my order had invoiced and shipped. On 1/3/22 I received another email asking if I'd received the equipment in which I replied No, I had not. Another email came in on 1/10/22 & 1/17/22 asking if I'd received the equipment & I responded no. I received another call stating they were able to see it was lost so they put in request to send me another piece of equipment. Another email came on 1/24/21 & I replied I had not received the equipment. Another follow up call came & I received another email on 2/1/22 asking if I'd received the equipment & another on 2/7/22 & I replied that I still hadn't received the equipment. From Feb 2022 through todays date 5/16/2022 I have tried calling & leaving voicemails, sending emails to see what's going on & just trying to cancel & get all of my money back since I have been paying monthly on equipment that I have not received. I have not had any success with contacting them & have not gotten any responses & at this time I simply want my money back

  Business response

  06/01/2022

  To whom it may concern,

   

  I received a BBB Letter of Complaint regarding ID ******** via USPS on June 1, 2022.  This correspondence is confirmation that Coastal Business Supplies issued a Refund Check on 5/19/2022 in the amount of $2,856.56 to the following address:

   

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

  QSE Capital is the leasing company that financed the equipment purchase for Van Moore of Pleasant Grove, AL.  QSE authorized the refund on 5/10/22 due to the package being reported lost and Coastal responded in due time.

   

  At this time, the customer will need to contact QSE Captial for whom the leasing contract was executed to receive a refund.  Coastal’s financial obligation has been fulfilled and therefore we consider this Complaint resolved.  I have also contacted QSE requesting they make contact with Van Moore to arrange the refund on their end.

   

  If you have any questions, please feel free to contact me directly.  I have included proof of refund to QSE via check number *****.

   

   

  ?

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

*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. ↩