Ricoma International
Reviews and Complaints

I've been trying to get company to help me with a warranty issue. They havent been able to assist me with any of my issues just always telling me that they'll get back to me. No one has yet to reach out via call or video chat for assistance. Machine has been down for 2 weeks going on 3 I'm loosing money that they won't help me recover. If you call sales they always answer they want your money but don't want to assist me with my $18,000 machine.

I was told by the dealer that this machine could do anything hats, bags, etc. at speeds of 1000 so I could be very efficient in my business. I was told by the dealer that this machine could do anything hats, bags, etc. at speeds of 1000 so I could be very efficient in my business. I've never been able to do a Richardson 112 hat without going at the slowest speed of 300, I had to invest an additional $700 for a gen2 hoop because ricoma hoop kept eating the hats. The quality of the hat is still not at a sale able level. The machine does not perform the way it was sold.

I attempted to buy a machine from them and with a few days, I decided that I don't need it anymore. The order number si SOXXXXX. I spoke luis gonzalez and he did confirm that someone from Management will call us back. This was on Nov 29 and no resolution.. I then spoke to Michael Murphy after issuing a ticket online and he said that Kevin will call us back at extension 3208. I called and left a few message and still no call back. We made a down payment and would like the payment refunded. They said that the machine will take 5 to 6 weeks to be ready. We made the order on Nov 26.

Machine does not work properly since the first day. Since we got the machine we have been having a lot of issues with it , the machine is not working properly , we have sended many emails since we got the machine, they keep telling me it has nothing wrong, quality is not good at all ,I Have lost important customers because of the stitching quality, A lots of items wasted also . The model I have purchased is a MT-1502, This was my second buy . They have no solution to the problems. They keep telling me that everything is fine. I have family in the embroidery world that use tajima brand and never have problems with stitching or quality.

I purchase an embroidery machine for $15,000 from this company. There is supposed to be a warranty on the machine and also service technicians available 7 days a week. I been calling about the same issue for my machine that it's not working properly for over a year. I've spoke to numerous people about my issue and I keep asking for someone to come service my machine and I'm told this will be escalated up and someone will give me a call to schedule a service call. It's been over a year and no one has come. I can't even get a service technicians to answer the phone when I call support in ricoma anymore. It just rings and rings and rings for over an hour. The machine doesn't embroider the same every time I use the machine. It randomly changes colors by itself, and it constantly times out every time it tries to go from one head to another. I've lost so much time and money because I have a defective machine.

I bought Ricoma EM-1010 Embroidery Machine in late January, it was delivered in June. First, I was told that they would delivered it to my home place of business and would place it on the porch since I am disable. Lie one, they did not I had to locate a truck and drive to my house since they would not come in my yard from the main road. Second, customer service is almost non-exist in the first month. Lie two, it took several days to return calls or emails. They only reach out when I request to return the machine since it was having issues bird nesting and with t-breaks. Thirds lie, the videos is of little to no use in fixing errors since you are unable to see clearly - poor quality videos and instructions. Tech support need tech support in resolving any issues, I have to wait until they can locate somebody else to assist with my video call in fixing problems. I should be working with the machine and not on it everyday. Lost my business due to this machine.

On November 29,2020 I purchased Needle Single head embroidery machine ( RCM-1501-TC-7S-15) along with embroidery starter kit, Hoopmade Subscription, Chroma Plus Digitizing software and 8 in 1 Hoop set- PT/TC/MT/SWD (05120182027A) in the amount of $13320.00. It was shipped on December 14,2020, Packing Slip #IFXXXXX and Tracking #XXXXXXXX-X. I was told from the begining that i would have access to support from setting up the machine, along with training. Four days after receving the machine, I was already putting in tickets( sending emials due to issues). Between December/20 thru July many emails and phone calls made and yet the machine i recevied yet to be operating and no support. After 8 months i asked for a refund due to lack of customer service , I had purchased a machine that was unable to use. I then recevied emails to which they said they were trying to work with me, explaining if I did return it I was still liable for restocking fees and shipping, to which I refused.

Was sent a defective machine after having a IT technician come and attempt to repair the machine it is now worse than before. Purchased an Ricoh RI 1000 and received in the middle of August. Machine did not work/printer heads were out on a brand new machine. They sent an IT technician to come out and replace printer heads. The same night my designs I printed were faded and then the next day the printer was spilling white ink all over the shirts I was attempting to print and all over in the printer itself. This Direct to garment printer has not worked since day one of receiving the $18k product and they now tell me due to ink spillage from delivery, that I did not see otherwise would have reported, that my 1 year warranty is void. I have contacted them multiple times via email and requested a refund even before an IT tech was sent out just to be met with excuses on why they won't give me a refund until they try certain things. Customer service/sales/IT rarely returns a phone call or an email and I have called almost EVERYDAY after my first initial day of training on the machine since August 18th.

Deceptive Sales Tactics and sold me a machine that did not perform as promised April I purchased a Ricoma 6 Head Embroidery Machine, but before I pulled the trigger and purchased it, I asked all the right questions. I have 2 Single Head Barudan Embroidery Machines that perform to the quality I am used to, so I asked my Ricoma salesman, Carlo, if this machine would give me the quality and speed of my Barudans, and he promptly said yes it will. I just didn't buy the first time he said yes, but I waited and thought about it and tried to dig up anything on Ricoma. Their Marketing is team has done a great job pushing this machine. I am not ignorant to embroidery, but they sold me on a machine that they knew could not come close to the quality I am used and that I wanted. Many calls to tech support and the sent Willie out to me for a day. After speaking with Michael, general manger, he told me that Willie was not the best. So I felt defeated... I wanted this machine to do Richardson 112 ball caps, they are structured, and this machine cannot perform as promised by Ricoma. The machine continually breaks needles, threads, and eats the hats that I place on the machine. I have called tech support too many times and they have told me the timing is fine and that they don't know WHY many machine is not doing hats. They have continued to lie to me and try and pacify me and now they are working towards nothing and no help.

Deceptive Trade Practices and Machine is not working properly. If the ComplaintsBoard.com is going to take the embellishments and misrepresentation of a company that has continually sold machines that don't work to the expectations they are advertising this will be nothing more than you taking their side without really knowing the truth. There are many people having issues with their machines and they have been deleted and banned from Ricoma Connect (which is part of their contract). People have tried to be accommodating including us, but the have continually denied us the warranty work needed on this machine and we have done multiple facetimes with end result being, "timing is fine"! Yet, the registration is out, it destroys materials, and it does not perform as promised. They do not keep accurate records of calls, tickets, or even face to face with technicians. They are not accurate and I went and checked "my ricoma" and they have not accurately kept tract of calls or issues I have had with my machine, therefore it makes it seem as if I have not called. I have an accurate record of my calls and what the issues that I am continuing to have with this machine. They emailed that they would take the machine back, but required us to sign a document that would say we would not say anything negative about the machine, POST DATED and would put us in violation Day 1 of the contract. They called my daughter on the phone... 3 MEN and tried to bully her and intimidate her and when she hung up the phone she was in tears. Henry *** has gone publically to call her a troll on FB because she is telling the truth. Ricoma has done nothing but made her feel as if she is the issue when it comes to the machine. Ricoma has gone to multiple people talking about her, behind her back stating that the issues with her machine are false and that she doesn't know how to work an embroidery machine. Truth be told they sold her a machine that was not as advertised. Below are the emails stating they would take back the machine and if you truly want to know about the machine and the issues people are having feel free to take a peek. www.facebook.com/groups/ricomanightmares She did a head to head with a 3D puff and the Ricoma lost registration, while the new machine she HAD TO BUY or lose her business did it perfectly. Please help us, because we have a $31K paperweight in our store and no one wants to buy it because they know what kind of machine it is. People keep messaging us telling us if it wasn't a Ricoma they would buy it.

We originally started this with case #XXXXXXXX. The company tried for 7 months to get the machine to work and realized there was nothing they could do I purchased this machine almost 9 months ago. Originally I went through a representative at Ricoma but the machine came from OmniPrint. From the time that we started the machine up we had issues with it. OmniPrint made several attempts over several months to try and fix it and the end result they were unable to. I requested from them a refund of the $25,000.00 machine and for them to take it back. They came back and advised that they were unable to do that but would send us a new machine and take the other one back. I advised them that I did not want that due to the fact that the machine had already lost me so much money between material and time of trying the different things that they wanted me to. During the last attempt to try and get the machine running at the end the machine totally lost power and can no longer be turned on. They advised me after 7 months of dealing with the issues that they couldn't refund it and said that Ricoma would have to refund it. At this point I then contacted them to see what could be done on their end to get the money refunded. I have been dealing back with the representative *** Bartolotta and he advised me for the past 2 months that he was checking with the appropriate contacts to see what could be done about this. I sent a follow up message today to see what has been the result due to hearing nothing back in a while. *** came back and said "I haven't got anywhere with them, but they will swap out your machine." I have advised them that this isn't an option. There has been so much wasted time on this and I am no longer interested in the machine. This is a DTG Freejet 330tx plus. I have a monthly payment of about $450.00 to pay for this through a credit card company when OmniPrint has already been paid for the machine by them. I am asking that they take the machine back and send me a refund check so that I can be done with this. We are a few months shy of a year and this machine hasn't worked at all. It has done nothing but lost me money along with time. I have also advised Ricoma to take the new machine that is being offered due to them selling the machines and they could resell it and give us the refund. I reported OmniPrint under case#XXXXXXXX to you back in October but due to them not being part of the Complaintsboard.com there wasn't much that you could do. I am hoping that with Ricoma being part of the Complaintsboard.com you will be able to assist me in getting this resolved and getting me the refund that I am requesting and deserved at this point.

Fraud. Machine that I was sold has never performed as promised. I was completely lied to about the capabilities of the machine and need a full refund. I purchased my machine (sales contract August ), received it October , and received training December . Before purchasing my machine, I told my salesman Adrian Montero that I only wanted the machine to do Richardson 112 hats. He swore to me that the Ricoma could do Richardson 112 hats at 750spm or faster at an equal or better quality than Barudan or Tajima. He told me that I would be so busy that I needed to buy a multi-head machine, so I purchased the 2 head "top model 1502MT" per my salesman instead of a single head. The products that the Ricoma was producing were not sellable to my client base, nor close to the quality I was promised. I kept getting frustrated with my digitizers as Ricoma said I had bad digitizing (wasn't true). I even paid for a seminar led by one of the people in the common embroidery groups who was certified by Ricoma at their new facility and has been embroidering for many years to figure out what I was doing wrong. Machine was not successful. I was hooping my hats properly, my tensions were satisfactory, and everything was set up correctly. I ran the same file on a different machine and I was proven that the multiple files I kept sending back to my digitizer were good files. The Ricoma kept having lots of issues, but I could no longer afford wasting more time, thread, energy, frustration, needles, and other consumables. It definitely cost me thousands of dollars. The Ricoma was set back into a corner, still covered in original tags, plastic covers, and bubble wrap. It could not perform on Richardson 112's as promised. To keep my business from closing, I spent what little money I had left on a 14 year old Barudana quality machine. I had to use the Barudan to help my business grow and begin building my client base. QUALITY is everything to me and time is money. The Barudan was able to easily stitch out high quality designs at 750spm to 1000spm easily. I posted my Ricoma for sell in mid-February to try and get enough money for it, so I could buy a new single head Barudan. However, it was unsellable. Nobody wanted to buy it even though it was new. I did not think I would have had such a hard time selling a new machine. I revisited the issue with the Richardson 112's when my business kept growing and I needed to have the machine working and could not afford to just have it sitting in a corner. I posted in Ricoma Connect to see if anyone else had similar experiences as myself and whether anyone had tricks to make the machine work as promised. Quickly, the CEO Henry *** came to his machine and company's defense. However, lots and lots of people were facing the same issues I was facing with the machines not performing as promised. Since that post, and since I am still an owner of a Ricoma, I have been banned from the Ricoma Connect group and the Embroidery and Custom Apparel Mastery group by Henry Maeliminating possible resources and sources of income without me posting any degrading comments about the company aside from my experiences. I cannot survive with this Ricoma sitting here. It is costing me more and more money as each day passes *** I wish I would have filed this Complaintsboard.com claim sooner, but I was afraid to do so, since Ricoma has threatened me several times. The entire process has caused emotional and psychological distress in addition to the significant financial burden.

Ricoma sells machines that dont perform as advertised. They use deceptive trade practices. They delete negative posts to hide form potential buyers. June 16th XXXX X:XXpm Filed with the Complaintsboard.com Purchased my machine September 30th. My machine was delivered November 20th. Since day of delivery my machine has been missing essential equipment, and had parts that were constructed wrong and were going out. Issues I have had since day one is as follows. 1. Poor sew outs. 2. Needle breaks and thread breaks do not stop the machine, causing blanks to be destroyed. 3. You can not run structured hats that look great on the machine unless their technicians reconfigure the machine for 45min. to an hour before the cap is ran on the machine. 4. Stitch outs are jagged and not smooth. 5. Tension does not hold through a design. 6. While replacing all springs on my machine, springs were upside down, overly stretched out and thread was tangled in them. This came from the factory this way. 7. Tension has to be 250+ on my upper to give it 1/3 split on the back. Which then causes the thread to break and needles because it is too tight to run on the machine. 8. Stitching skips stitches even though the design is digitized correctly, and the stitches are there. 9. You can run a file 5 times and each of those items will all look different. 10. Dititized files have been ran on other machines and come out great, but when ran on the Ricoma they come out bad. 11. My machine has always been ran at XXX-XXX stitches per min. when I was promised 1000 stitches per min. This list goes much longer. My issues have never been resolved and even their tech support has pretty much said it was as good as it was going to be the last time I spoke to them on the phone. I have given Ricoma ample chances to fix and resolve my issues but I am being told good quality is the same as great quality. I was promised great quality stitch outs and told the machine was made in Korea to find out it was China once it was received. They pray on new business owners and new people in the embroidery field that do not understand that the machine is inconsistent and faulty and not able to produce sew outs as promised. I have sent a 5 page letter to Henry *** requesting a refund with a timeline of issues. He passed *** to his lead tech and I spoke to him over the phone and email and he said he could get my machine running good and at a faster speed. I have clarified several times I was promised great quality and 1000 stitches per min. He informed me today good is the same as great! I was also sold great customer service with admittance into an owners group that tech support monitors as well as owner for help after hours and during normal operating hours. I was removed from both groups today and told I broke TOS. I posted a video in one group that was of another Ricoma owner doing a live showing that changing the file extension to another doesn't change the file in whole. This was posted because it is talked about a lot and I felt it was a great way to educate. I was not warned or talked to I was kicked. Others have been warned before or had to have their posts screened before posting. This is not a privilege when the sales people include it in their pitch and it is to help with technical issues of the machine. It was sold as part of their great customer service. My resources were taken from me, which was partially why I purchased their machine. I still agreed to allow their tech to come to service my machine even though they will be arriving at 3-4pm to fix all these issues. But only with the understanding that they agree to be filmed and that I want written consent from the tech and Henry *** that he understands I will use the video as I see fit. I did not get a response back from Ricoma, and I will still allow the technician to come but I am uncomfortable with issues that they have with me for being straight and to the point and keeping records and requesting a refund and that I have with them with being untruthful and deleting complaints others have had. We researched Ricoma before we purchased and nothing bad came up.