3 Customer Reviews
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Review from Brenna L
1 star06/23/2023
I bought a new muse printer as well as the new updated LXi program. I informed my saleswoman that I would also be purchasing a new laptop. The only file we use would be on the old laptop and she assured me that we would be able to export from the old one to get it imported to the new laptop. This file is also in LXi just a previous version. After a week of trying to get someone to help me - ******* tells me I was misinformed and they will not help me -they dont provide that kind of support. I call again and ask to speak with a manager- apparently ***** - who refuses to get on the phone and tells the girl answering phones he had helped me the day before. Completely untrue-I never had any interaction with this individual. I wrote a review on my purchase letting them know the customer service was horrendous. This is the response I received:Transferring your files from one PC to another is not, and has never been, a service available from technical support. We assist with setup, configuration, driver issues and related problems. But managing your files is not our responsibility.Never once said they were even sorry for the confusion..remember the error was made by their sales person. That is not what i was told when i made my purchase. It is 1 (ONE) file and I was assured it would be transferred and someone would help me do it. Therefore-that is on them not me. They should stand behind what they say. In the future they should also be sure their employees are aware of their practices and policies. It was a terrible customer service experience and they did nothing to try and correct it. The message from The Signwarehouse company was received loud and clearnobody cares. We get it now. ****** LReview from Kim S
1 star09/01/2022
Purchased a 24" Rogue plotter from the Clearance items. I mentioned to the salesperson that we have FlexiPro 10, and he never informed me that the cutter would not work with that program. Also, tech support and customer service sucks! I spent two weeks (over 40 emails) going back and forth with a tech since you have to be a GOLD Member to have someone call you. Needless to say, I am not happy with my purchase as well as the after sale support, or lack of it. I will never again buy anything from this company or recommend them to any other sign companies we work with. I finally got my plotter to work without their help, after losing two weeks of work. When I emailed a negative reply, I got this email from the Director of Product: "If the product is returned without a valid authorization, it may be declined at our receiving dock and sent back. Any shipping cost will be your responsibility. If a chargeback or other action is initiated through Paypal, your account will be put on hold and all future requests for assistance to product support or customer service will be declined as well."
SignWarehouse, Inc. Response
09/02/2022
The customer purchased a clearance item. Our longstanding policy is that all sales on clearance items are final. Nevertheless, we worked with the customer to address their concerns in a reasonable manner.
The item was bundled with supported software, but the customer insists on using outdated software which was never compatible with the purchased item.
The customer was given instructions that would facilitate using the purchased product with the current software provided with the item, including access to complete and easy-to-follow setup videos, but is unwilling to follow those instructions.
The company policies regarding unauthorized returns are standard business practices.
All valid issues have been addressed within the parameters of the support level afforded to clearance products.
Customer Response
09/06/2022
1st What SignWarehouse doesn't tell you is that their new software is a low level program that doesn't have all the features that our existing software has. I guess they want you to purchase the upgrade. 2nd I did watch the setup and instructional videos, but they did not address the problem I was having. 3rd A lot of issues would have been able to be solved if the seller provided a manual for easy setup as well as settings, such as how much force to use on different materials and if you are required to use a different blade. Again, they want to sell you the GOLD membership to speak to customer support...and NO, all valid issues have not been addressed within the parameters of support level afforded to clearance products...It states that you would supply 90 days and you didn't!Review from DM S
1 star04/06/2022
They take no responsibility for anything they do. I had a order and I had a problem with it and they did everything they could to pass the buck to the shipper and whoever else they could. Terrible customer service!! The issue obviously stemmed from them but they would not admit it. Do not order from them unless you are prepared to have grief and not get what you want when you want it.SignWarehouse, Inc. Response
04/07/2022
The customer ordered several rolls of vinyl and transfer tape wrapped in plastic on March 22, 2022 and was delivered on March 24, 2022. Customer said that when he opened the box flies flew out, and a dead cockroach was found inside. He wanted compensation for the emotional distress this caused. We explained that once the boxes are on the carrier's trucks, we have no control over the environment they are transported in. We are unable to provide credit for this situation.SignWarehouse, Inc. Response
04/08/2022
The customer ordered several rolls of vinyl on 3/22/2022. The order was delivered on 3/24/2022. All items in the order arrived undamaged. However, the customer called to complain that when he opened the box several flies flew out of the box and he saw a dead cockroach in the box. He asked for a credit because of the emotional distress he felt. We explained that we have no control over the conditions that the carrier (FedEx Home Delivery) stores when transporting the items, therefore we cannot issue any credit.Customer Response
04/19/2022
The bugs were not dead they were live and flew out of the box when I opened. The items were sealed so tight that no chance of bug getting in as they say from FedEx. Why would I make that up. The person (*****) was so rude I could not believe that she is in customer service. I will never buy anything from here and I recommend no one else does. Worst service after a product. Liars and try to smear me online. I'm not the only customer to have these among other issues. Their reviews are terrible.
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