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

• 

  Brothers International

  2200 Stonington Ave # 270 Hoffman Estates, IL 60169

• 

  Brother International Corporation

  1 Hôtel de Ville Dollard-des-Ormeaux, QC H9B 3H6

• 

  Brother International Corp.

  7777 N Brother Blvd Bartlett, TN 38133-2738

  
• 

  Brother International Corp.

  3127 Appling Rd. Bartlett, TN 38134

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/26/2025

  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.

  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,
  
  ****** *******

  and each other just fine, but even if somehow it were true (after, once again, the machine has always run slowly and inefficiently) that makes yours a hugely inferior machine just deciding to jump off of any wavelength findable by technology on a whim when no other electronic in the house has done so. And that is a huge problem for me because I live in an apartment complex that provides WiFi. I do not have access to the router and even if I could contact the property management company to have them cycle that router for 100 people (hope none of them were taking a test), what is the guaranty, if your machine just has a tendency to do this, that I wont have to do the same thing next week? Finally, to my second point, your customer service is atrocious. You know you cant say wait times are longer than usual every day, right? At some point it just becomes usual. Ive never called with a wait time of less than 55 minutes.

  Business Response

  Date: 04/28/2025

  Greetings, 
  
  We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.

  We have received the complaint and will schedule a supervisor to follow up with the customer as soon as possible.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  
  

• Initial Complaint

  Date:04/21/2025

  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.

  
  Complaint: 23232789
  
  I am rejecting this response because:

   

  WHILE I APPRECIATE THEM MAKING CONTACT, I SPECIFICALLY STATED I WOULD BE AT WORK THE NEXT SEVERAL DAYS (TRAVEL DOING SALVAGE VEHICLE INSPECTIONS FOR THE STATE OF MICHIGAN AND POLICE DEPARTMENT) AND WOULD NOT BE AROUND MY PRINTER / SCANNER UNTIL LATER IN THE EVENINGS (THEY ARE CLOSED) OR UNTIL FRIDAY THE NEXT DAY I GET TO BE AT HOME AND AROUND MY PRINTER / SCANNER.  SO THEIR NOT ENTERING NOTES CORRECTLY AND ALREADY HAVE ISSUES WITH THE *** WHO CALLED ME NOT BEING INFORMED OF THE ACTUAL ISSUE GOING ON WITH THE SCANNER / PRINTER IS AN ON-GOING ISSUE CAUSING DELAYS IN PROBLEM BEING RESOLVED AND ISSUES CONTINUING TO ARISE.  THEY CAN CALL ME BACK ON FRIDAY, AND WE CAN DO THE TROUBLESHOOTING CONTINUED. 
  
  
  
  Regards,
  
  ******* ***********

  le feeding, or just not scanning / printing correctly. all firmware and updates are current. i did maintenance on it with support, and when everything failed, they simply want to escalate and delay until it becomes staples extended warranty problem and not brother. Their customer support # never connected me to anyone, and then randomly came with a survey and disconnected me after waiting on the phone for 30+ minutes. this company is failing to uphold and meet the minimum standards put in place for their equipment and wasting my time / ink in the process of testing.

  Business Response

  Date: 04/22/2025

  Greetings,
  
  We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.

  We have received the customer's complaint and have scheduled a callback as requested for today 4/22.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

   

  
  

  Business Response

  Date: 04/22/2025

  Greetings,

   

  Thank you for the response. Please respond to the email our agent sent to you earlier in the day, requesting specific time windows that would be best to attempt the callback.

   

  At Your Side,

  Brother

• Initial Complaint

  Date:03/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Brother technical support contacted me via email on 03/25/2025 with steps to download firmware, printer drivers and scanner drivers.  I followed the instructions as  followed tonight and the steps DID NOT resolve the issue.  I will keep this complaint open until my printer is NO LONGER IN DEEP SLEEP OR SLEEP  In addition to this issue, the scanner is randomly scanning without touching it and it NEVER USED TO DO THIS!!!  I have left the printer off for several days and I just cut it back on tonight to complete the instructions technical support sent me.  I now have to cut the printer off to keep it from randomly scanning without touching it.  Brother needs to resolve both issues.
  
  
  
  Regards,
  
  
  
  ******** **** escalate my issue to a experienced technical support rep and she repeated telling me to contact who she told me to contact. I forcefully said again to escalate my ticket. She told me someone would call me the next day. That was a lie. The "so-called next day call", was TODAY, March 24 at 2:36 EST. This new rep was even more rude than the first rep. She was an extremely rude black woman who continuously talked over me while explaining what my issue was. She also hung up on me when I told her for the 3rd time to stop talking over me. These people need to be terminated. I will never purchase another Brother product again because Brother has some of the worst customer service and support personnel representing them. I want a TRAINED TECHNICAL SUPPORT REP who will not talk over me while I'm talking to call me so this issue can be resolved. I cannot scan or print while the printer is in deep sleep.

  Business Response

  Date: 03/25/2025

  Greetings,
  
  Brother International contacted the customer on 3/25/25 and provided steps via email to resolve the expressed concerns.
  
  Should any additional concerns arise, Brother remains
  committed to providing At Your Side support as needed to resolve any future
  issues.
  
  At Your Side,
  Brother

  Business Response

  Date: 04/03/2025

  Greetings, 
  
  Brother International contacted the customer on 3/25 - 3/31 and attempted to resolve the expressed concerns.

  The customer has not responded with the requested information we need to continue troubleshooting steps.
  
  Should any additional concerns arise, Brother remains
  committed to providing At Your Side support as needed to resolve any future
  issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 04/09/2025

  [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.  The level 5 department was excellent.  The level 5 SME patiently explained the issue, the root cause of the issue, and implemented a corrective action plan that addressed the issue.  It's been a few days and the pinter is functioning properly.  I enjoyed speaking with the SME and I've never received technical customer support on a level that was excellent.  I am extremely satisfied with the resolution of this issue.  I would like to thank the Level 5 SME and staff for the consistent communication and level of professionalism.  I had my doubts initially about recommending a Brother product.  I am no longer standing on those doubts.  Thank you.  
  
  
  
  Regards,
  
  
  
  ******** ****

  P.S. I have a STEM-based background with experience and multiple certifications in Quality Management, Organizational Change Management and Excellence.  I am requesting for my response to be forwarded to the Level 5 leadership team.  The team needs to view my response.  I understand how important it is to have this information in the organization's management records, as it is a requirement of ISO ****. If not accredited, it is still recommended as best practice to maintain records such as these for the organization.  In my field, when a customer is satisfied with the outcome of an identified issue, it is considered to be an attribute and a commendation.    Once again, from a professional and personal perspective, I appreciate of the level of detail to resolve this issue. It was a pleasure to speak to the level 5 SME.  Thank you, Sir, for your patience, expertise, and explanation.

• Initial Complaint

  Date:03/14/2025

  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.

  
  Complaint: 23067608
  
  I am rejecting this response because:

  there is no try to solve the problem. It is known that the scanner of my All in One Brother printer is no longer compatible with Win 11. There is a list of non compatible devices from *********, which one finds after hours of search. The Brother side still gives the impression that the printer and scanner are compatible with Win 11. "This is a comprehensive file containing available drivers and software for the Brother machine." says the Brother page. No hint to any incompatibility.

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

  The are not prepared to accept that their devices are not adapting to the market developments and give the customer the task to find out why their hardware is no longer working. Hours of search for nothing!
  
  
  Regards,
  
  ****** *********

  e."

  Business Response

  Date: 03/25/2025

  Greetings,
  

  Currently, Brother does not have a solution for the scanner driver issue you described. It has been confirmed that this is a Windows 11 OS problem, please contact ********* for support with this issue.
  
  We appreciate the time youve taken to let us know your thoughts. Your feedback is important to us and will be reviewed to help us improve our customer service.

  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Business Response

  Date: 03/27/2025

  Tell us why here...Greetings,
  
  We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.
  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Customer Answer

  Date: 03/28/2025

  
  Complaint: 23067608
  
  I am rejecting this response because:

  "We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future."

  I cannot not work now and ********* and Brother play ping pong. I have a Brother all-in-one and have to buy a new one because Brother does not react to the problems. The devices got usually driver from the producer. This time Brother plays dead.
  

  To correct the issues in future does not help. I need the scanner for my business and my taxes. I will never buy an Brother printer again!!!!
  
  Regards,
  
  ****** *********

  Business Response

  Date: 03/28/2025

  Greetings,
  
  Currently, Brother does not have a solution for the scanner driver issue you described. It has been confirmed that this is a Windows 11 OS problem, please contact ********* for support with this issue.
  
  We appreciate the time youve taken to let us know your thoughts. Your feedback is important to us and will be reviewed to help us improve our customer service.
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

• Initial Complaint

  Date:02/27/2025

  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.

  
  Complaint: 23000156
  
  I am rejecting this response because: Brother International called 3/2 an 3/3 but did not leave a decipherable message. I called back but was unable to get assistance or ability to close this matter. The refund is still not processed this much later after purchase date.
  
  
  
  Regards,
  
  **** ********

  Business Response

  Date: 03/04/2025

  Greetings, 
  
  Brother International attempted to contact the customer on 3/2 & 3/3 and was unable to reach the customer and resolve the expressed concerns. 
  

  Unfortunately, the telephone number alone, is not enough to locate details of the customers order. We have requested additional details that will help us assist with this incident.

  
  Should any additional concerns arise, Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother

  Business Response

  Date: 03/17/2025

  Greetings, 
  
  We apologize for the frustrations experienced throughout our interactions and will do our best to ensure these issues are corrected in the future.

  We will attempt to contact the customer again via phone, however, it would be easier to make contact if you could please provide an email address that we may reach out to you at so we may set up an appropriate call back time.
  
  Brother remains committed to providing At Your Side support as needed to resolve any future issues.
  
  At Your Side,
  Brother