Complaints

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:07/31/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I am on my second sawgrass sublimation printer. My first one the belt got a crinkle in it just a couple months out of warranty. I bought a 500 to replace it. I used it for hobby and a side business. Knowing that the warranty really wasn't that good, I bought cheaper ink. The printer was a little over $500.00 but to buy their ink is over $300.00 each time. At the time, I wasn't making enough money to justify that cost, when I could get it for $75.00 off of Amazon. It worked fine. I had no problems until they did a software update so now if you are not using Sawgrass Ink it will print lines through all of your projects, the prints are useless and your warranty is no good. Doesn't this goes against the Sherman Antitrust Act. They are monopolize the price of the ink. You pay it or your printer is useless. I have looked all over the internet for a corporate email with no luck. I did send a message through LinkedIn and on Facebook because I have to have documentation of all my attempts to contact them. I never would of bought this printer if I knew the company was like this. As I am sure there are a lot more people with buyers remorse after this software update.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I ordered a sawgrass 1000 and within the first bundle of paper it was already giving errors. I tried to speak with them but without verifying exactly what ink I use they told me they would refuse to help with the error codes. I now have a machine that I spent 1600 on and they won’t help and it’s a useless piece of trash that has no purpose now.

• Initial Complaint

  Date:02/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I have bought several printers from Sawgrass and the 3 I have purchased that are for cotton sublimation printing all have the same exact problem at almost the same exact time that seems to be way to much of a coicidence for three printers to have the exact same color/ink issue that goes unresolved. This time the problem and continued unresolved issue went to far. I starting calling and seeking help for an error code I started to receive out of nowhere. For the magenta ink color. This is for my current printer. This happened on the 1st printer I purchased exact same error and same time from exactly 4 months after my warranty expired, I had no choice but to purchase a new printer while I was trying to deal with customer service with the issue and maintain orders that were promised and still coming in. Printer 2 exact same error code for the magenta ink exactly 4 months after the warranty ended. Purchased printer 3 of this type. The month my warranty was coming up out of nowhere same error code for the magenta ink. I started chatting with customer care via phone. All they did was provide information I had already known and tried to use to trouble shoot the previous two printers. Still no resolution for the ink issue then all the sudden you could no longer access them via phone or via chat just email. Conveniently just Intime for my warranty to expire. The email communications were a trainwreck, I was being emailed in French, which for the most part I can read just not speak fluently, however sentences and order of words make a HUGE difference from language to language so every French email. I stated I do not speak French and continued reiterating my unresolved issues in English. I strongly feel they played it out in their favor to not replace my printer by pushing back or not responding until after my warranty was no longer valid. Who drags something on for 8 months to avoid their obligation. All of this conveniently in their favor leaving me to purchase again.