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Business Profile

Warehouse Services

Epson Store

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/02/2024

    Type:Product Issues
    Status:
    Resolved
    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 recently sent in a complaint about the Epson ink cartridges, and wanted to add this conversation I had with an ****** **** relating to boots I ordered that came together with the ink cartridges of which both items were ordered through ******, I received complete garbage. I'm having an issue with their refund policy, which seems to contradict itself, within this conversation you will see where this *** has tried to gaslight me, and it's not sitting well with me.  the moment so she took my number, and I was pressed for time so they couldn't accommodate me at any instance, and each time I was told to call back I was given different reference numbers as well as different telephone numbers: reference #'s ************; ************; ************; ************; telephone numbers:*****************-276-4382. At this point in my frustration I'm requesting for a full refund applied back to my original form of payment. I eventually utilized ************** on how to convert files which took hours of exhaustion for someone who had NO CLUE, and received NO SUPPORT/NO HELP, and it was NO MISTAKE of the MISTREATMENT by EPSON CUSTOMER SUPPORT. I'm African American disabled retired first responder for almost 20 years, and what I experienced was intentional, nasty and cruel. Upon resolution, I was told by EPSON customer support that I would not receive a refund because I could not convert the files, however upon learning how, Epson stopped receiving my emails, which led me BBB

    Customer Answer

    Date: 11/07/2024

    This is relating to boots I purchased along with the ink

    Customer Answer

    Date: 12/03/2024

    This complaint is resolved, ****** fully refunded my money after I returned damaged product, however Epson never acknowledged fault in selling empty ink cartridges, even though they have a contractual agreement with ******. Thank you for your time, I consider Epson effort or lack thereof as resolute.

    Business Response

    Date: 01/08/2025

    Thank you for contacting Epson America.

    We sincerely apologize for the challenges the customer encountered with our Technical Support. We understand the importance of effective assistance and regret any inconvenience caused.

    Please note that Epson does not provide refunds. However, we will be reaching out to the customer shortly to offer further assistance.


    Best regards,

    The Epson Team 

    Business Response

    Date: 01/10/2025

    Thank you for contacting Epson America.

    We sincerely apologize for the challenges the customer encountered with our Technical Support. We understand the importance of effective assistance and regret any inconvenience caused.

    Please note that Epson does not provide refunds. However, we will be reaching out to the customer shortly to offer further assistance.


    Best regards,

    The Epson Team 

    Customer Answer

    Date: 01/10/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


    Regards,

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

  • Initial Complaint

    Date:09/20/2024

    Type:Product Issues
    Status:
    Answered
    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 have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    The merchant did not contact me in a timely fashion or at all.

     

    Regards,

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


    request a full refund for the defective projector and an explanation for the delay. I also seek more responsive customer service.Sincerely,****** ********

    Business Response

    Date: 10/25/2024

    Thank you for contacting Epson America.

    We are currently investigating this matter further and will reach out to the customer shortly to provide assistance.


    Best Regards,

    The Epson Team

    Business Response

    Date: 10/30/2024

    Thank you for contacting Epson America.

    We are currently investigating this matter further and will reach out to the customer shortly to provide assistance.


    Best Regards,

    The Epson Team

  • Initial Complaint

    Date:06/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On 6/4/24, I ordered online a Home Cinema 2350 4K Pro-UHD 3-Chip 3LCD Smart Streaming Projector - Certified ReNew (V11HA73020-N) for total of $865.99 from Epson Store website. Epson Order # US255956965. I provided the shipping address of ********************************************************. I have attached my receipt showing the above shipping address. On 6/6/24 I received an email from Epson showing the package had been shipped with tracking number ************, but on the shipping address my apartment number is not included. The package was delivered yesterday on 6/10/24 to the correct address provided by Epson according to ****** but not the correct address I gave to Epson. Epson did not provide the correct shipping address to ***** and is at fault for me not receiving my package. ***** confirmed that they did not receive an apartment number for shipping from Epson. I have filed claims with ***** and Epson. ***** claims that because they did not receive an apartment number that they delivered to the correct address. Epson claims that they provided the apartment number even though the provided shipping confirmation shows that Epson did not provide the number. Epson additionally stated that if the package was delivered to the correct address (which again it was not delivered to my apartment as Epson did not provide that information) they will not give me a refund or replacement.

  • Initial Complaint

    Date:05/30/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    To whom it may concern, I, *************************** received a call for ****** in the Customer ******************** of **********************. She left a voice mail stating that she was calling regarding my complaint with the Better Business Bureau. I called her back and she stated that they decided to send out another printer to me to resolve the issue and i would receive an email right away the same day (July 16, 2024) with the Fed Ex tracking number so keep checking my email. Today is July 17, 2024 (24 hours) later and still no email with a tracking number nor is there a follow up phone call from Epson. I called Customer Relations at ********************** and I spoke with a lady by the name of *******, and I told her I was making a follow up phone call because it has been ****************************************************************************************************** I informed her that I had spoken with ****** yesterday on July 16, 2024, and she told me that a printer would be shipped out yesterday. I also told her that an employee had told me the same thing months ago in February that one would be shipped and I never received one. ******* put me on hold so that she could ask ****** why another printer was not shipped out to me yesterday. She came back to the phone only to inform me that the printers were on back order. I am still getting the run around with the Epson staff. I just want my printer fixed and returned, a new one or my money refunded. I have attached the recorded voicemail from ****** in Customer Relations at **********************.rs and names of each person I talked to from December up to now May. I just want a refund or a replacement printer the same brand.

    Business Response

    Date: 07/09/2024

    Thank you for contacting Epson America. 

    We will reach out to the customer to resolve this complaint.

     

    Best Regards,

    The Epson Team

    Business Response

    Date: 07/12/2024

    Thank you for contacting Epson America. 

    We will reach out to the customer to resolve this complaint.

     

    Best Regards,

    The Epson Team

    Customer Answer

    Date: 07/18/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    To whom it may concern, I, *************************** received a call for ****** in the Customer ******************** of **********************. She left a voice mail stating that she was calling regarding my complaint with the Better Business Bureau. I called her back and she stated that they decided to send out another printer to me to resolve the issue and i would receive an email right away the same day (July 16, 2024) with the Fed Ex tracking number so keep checking my email. Today is July 17, 2024 (24 hours) later and still no email with a tracking number nor is there a follow up phone call from Epson. I called Customer Relations at ********************** and I spoke with a lady by the name of *******, and I told her I was making a follow up phone call because it has been ****************************************************************************************************** I informed her that I had spoken with ****** yesterday on July 16, 2024, and she told me that a printer would be shipped out yesterday. I also told her that an employee had told me the same thing months ago in February that one would be shipped and I never received one. ******* put me on hold so that she could ask ****** why another printer was not shipped out to me yesterday. She came back to the phone only to inform me that the printers were on back order. I am still getting the run around with the Epson staff. I just want my printer fixed and returned, a new one or my money refunded. I have attached the recorded voicemail from ****** in Customer Relations at **********************.

     

    Regards,

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


    Business Response

    Date: 08/14/2024

    Thank you for contacting Epson America. 

    Our records indicate a replacement was shipped to the customer.

    According to the tracking number, the package was delivered on 7/22/24.

     

    Best Regards,

    The Epson Team

     

    Business Response

    Date: 08/16/2024

    Thank you for contacting Epson America. 

    Our records indicate a replacement was shipped to the customer.

    According to the tracking number, the package was delivered on 7/22/24.

     

    Best Regards,

    The Epson Team

    Customer Answer

    Date: 08/17/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 


    Regards,

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

  • Initial Complaint

    Date:03/15/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    Epson claimed it is out of warranty  clearly from the recipe you can see this is not true  they are just a money hungry greedy company . Their offer was a 15% discount for valid for 7 days. I would never do business with them again and am going to do a charge back with my credit card at this point .


    Regards,

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


    Business Response

    Date: 04/04/2024

    Thank you for reaching out to Epson *******.  We spoke with the customer.

    The EcoTank ******* is currently out of warranty.  As a goodwill gesture, Epson offered a discount towards the purchase of a new unit.

     

    Sincerely,

    The Epson Team

     

  • Initial Complaint

    Date:09/19/2023

    Type:Product Issues
    Status:
    Resolved
    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'm currently working with ********* a customer relations officer with ********************** *******. They did issue a refund bit to a old account. Now my new scanner quit working and a replacement was issued but the product key for the software has to be reissued or another one added. It's complicated and takes a lot of my time. But when it's all working I love it. Still paid for a scanner that didn't work with the software. A loss of 99 dollars not including the refund. Not so happy about that. Right out the gate had issuest has been escalated to corporate twice and I've been on the phone over 2 hours and 1 hour to get the same response. I've been told twice that I will have to purchase another product key at 99 dollars I have a total of 327 dollars in this product and still can not use the product as lead on to believe I would be able to use and have at my disposal. customer support numbers ************* and second 230919-000796. if I have to purchase a product key it will be a total of ****** i will have spent on product.

    Business Response

    Date: 10/18/2023

    Thank you for reaching out to Epson *******.  We apologize for the delay.  Unfortunately, the letter was mailed to our warehouse and not to the corporate office.

    Epson has issued a credit of $99.99 plus tax on 09/29/2023.

    If the customer has additional questions or concerns, please contact Epson Customer Relations at **************, option #2.

     

    Sincerely,

    The Epson Team

    Business Response

    Date: 10/19/2023

    Thank you for reaching out to Epson *******.  We apologize for the delay.  Unfortunately, the letter was mailed to our warehouse and not to the corporate office.

    Epson has issued a credit of $99.99 plus tax on 09/29/2023.

    If the customer has additional questions or concerns, please contact Epson Customer Relations at **************, option #2.

     

    Sincerely,

    The Epson Team

    Customer Answer

    Date: 10/20/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    I'm currently working with ********* a customer relations officer with ********************** *******. They did issue a refund bit to a old account. Now my new scanner quit working and a replacement was issued but the product key for the software has to be reissued or another one added. It's complicated and takes a lot of my time. But when it's all working I love it. Still paid for a scanner that didn't work with the software. A loss of 99 dollars not including the refund. Not so happy about that. Right out the gate had issues

    Regards,

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


    Customer Answer

    Date: 11/15/2023

    Hello, 

    Thank you for helping with the expedited processing of my case. I'm happy to inform the BBB that the have issued a new product key, a label to return broken scanner which they did not require to return. I was also sent a code for a 100 credit on Epson products because the card on file was closed. I agreed to the terms and accepted the offer for credit of 100 dollars. Again thank you for helping with the resolution of this incident. 

    Business Response

    Date: 11/15/2023

    Thank you for contacting Epson America. 

    Our records indicate that the customer issue has been resolved on 10/24/2023. If the customer has additional concerns, the customer can contact ********************** Customer Relations at ************ select option 2.

    Our hours of operation are from Monday-Friday 7AM- 4PM Pacific Time.

    Best Regards,
    The Epson Team

    Customer Answer

    Date: 11/16/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

    Thank you for helping with the expedited processing of my case. I'm happy to inform the BBB that the have issued a new product key, a label to return broken scanner which they did not require to return. I was also sent a code for a 100 credit on Epson products because the card on file was closed. I agreed to the terms and accepted the offer for credit of 100 dollars. Again thank you for helping with the resolution of this incident. 

    Regards,

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

  • Initial Complaint

    Date:04/25/2023

    Type:Product Issues
    Status:
    Unresolved
    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 have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

    [Provide details of why you are not satisfied with this resolution.]

    I submitted the form before I included that the Epson Company did not reach out to me at all. No correspondence whatsoever. That was the reason I rejected it. I will attach emails I had sent to them in the past which they did respond to either. Phone calls that were made offered no solutions when they did answer their phone.

    Thank you

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




    Business Response

    Date: 05/10/2023

    Thank you for contacting Epson *******. 

    We will reach out to the customer directly to resolve this complaint.

     

    Best Regards, 

    The Epson Team 

  • Initial Complaint

    Date:04/24/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 got my brother who has autism an Epson printer. He only used it 4 months and it stopped working.it has a year warrenty i called the company. Not only do they not speak fluent English they refuse to replace it claiming the ink isn't "authentic" i had to send pics of the printer. I purchased the ink from amazon. It clearly says Epson on the ink bottle. But they claim.its not autencic which voids the warranty he has only had it since Christmas. We don't want a refund all we want is for them to send ** a new printer since it has a year warranty. No where does it say ink not purchased from the store is not authentic so how was i to know? Again all we want is a replacement.

    Business Response

    Date: 05/12/2023

    Thank you for contacting Epson *******.
     
    Epson will reach out to the customer shortly to resolve this complaint.

    Best Regards,
    The Epson Team

  • Initial Complaint

    Date:01/02/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 response/resolution is satisfactory to me. 


    Regards,

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

    Business Response

    Date: 02/02/2023

    Reply to complaint received for ***********************: Complaint ID ********

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

    Thank you for reaching out to Epson *******. 

    A replacement order was shipped to the customers correct address on January 3rd. According to the tracking information, the package was received on January 5th, 2023.

    Best Regards,

    The Epson Team

     

  • Initial Complaint

    Date:12/24/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 still have not received my ink even though I am told it was finally shipped 5 days ago. Still dont have it. Being ignored.

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