Ricoma Reviews 

I WAS HAVING ISSUES WITH MY MACHINE - I WORKED WITH CARLOS ROQUE - HE WAS AMAZING TO WORK WITH - STAYED ON THE CALL WITH ME EVEN WHEN HE GOT ASSISTANCE FROM A HIGHER LEVEL TECH - DID NOT TRANSFER THE CALL. WAS ON FACETIME WITH ME, WALKED ME THROUGH EACH STEP AND EXPLAINED THE REASON IT WAS NEEDED, ANY TIME HE HAD TO GO SILENT ON THE CALL - HE PROVIDED ME A TIME FRAME AND ALSO WHAT HE WOULD BE DOING AND QEUED INTO THE CALL EVERY 30 SECONDS TO LET ME KNOW WHAT WAS GOING ON AND TO LET ME KNOW HE WAS STILL THERE. ONCE THE ISSUE WAS RESOLVED HE EVEN STAYED ON A BIT TO ENSURE THAT EVERYTHING WAS WORKING WELL AND GAVE ME THE CONTACT INFORMATION OF WHAT TO DO IN THE EVEN I SHOULD EXPERIENCE ANOTHER ISSUE AND HE ALSO LET ME KNOW HOW LONG A TICKET REMAINS "ACTIVE" AFTER SOLUTION IS APPLIED.
IT WAS AN AMAZING EXPERIENCE AND HE DEFINETLY MADE GETTING THIS MACHINE LESS INTIMIDATING

Shout out to Kelveen for helping to save my project. I called, waited for 45 min. for my turn, decided to leave a message. I also emailed with my issue. Kelveen called back while I was in the shower, so i missed that call. He emailed my letting me know he tried to reach me and left a video to see if that would help fix my issue. It did and my project was saved. Ricoma got my business because of its constant efforts in customer service. Thank you!

Overpriced! Overrated! Oversized! DO NOT purchase if you don’t have a house/home that’s large enough to handle the extremely massive size of the printer. It’s about 34” wide and almost six feet in length. The machine takes up so much space and you’ll need a heavy duty table from Uline to support the weight. Also, the white ink went out in less than a month which is quite expensive. DO NOT purchase if you don’t already have sustainable business to support the monthly payments. It is equivalent to a car note and they do not take returns!!! RUN FOREST RUN!

A Huge shout out to Mark Torres and Michael Murphy for the excellent service on getting my Ricoma CHT2 embroidery machine back up and running in a super timely manner.. The service you gave us is greatly appreciated.. Thanks again Ricoma Service for the AWESOME SERVICE. 🙂👍👍👍

My panel on my embroidery machine gave out and Carlos Roque helped me thru the process of trying to get it to work. Unfortunately, I needed a new one and missed my warranty by a couple of months. He was able to work with me and offered a discount. I've never had any problems with my machine, I treasure it dearly and take care of it! Thank you Carlos for taking care of me and making sure I get my part ASAP!

I had a trimming error with my machine, that was caused after an embroidery issue... a garment came un-hooped and was caught in the rotary hook. I was able to call Ricoma Customer support and spoke to Mario Hernandez. He helped me re-time my machine and then helped me reset my trimming alignment. He was pleasant to work with and was very knowledgable. Thanks Mario

The technical support is fantastic. The couple of times that I needed them for some issue ( user error) I had has been great. Thanks for being there for me.

I would avoid this company like the plague. The customer service is horrendous. Their product representation is sketchy. They are solely out to make a buck and they cast their customers to the curb after they drain your wallet. My wife expanded her business by purchasing a Ricoh RI2000 from Ricoma. The first few months were relatively problem free. We started having issues with the white print head, and thats where Ricoma demonstrated how terrible their customer service is. The machine had been maintained exactly as required. The white print head developed a problem. When we reached out to Ricoma, it would be days (sometimes weeks) before we heard back. Each time with a different representative. Each time with finger pointing on how we didn't perform the required maintenance schedule on the machine. When I offered to make the machine logs available to prove all maintenance was done, it became a new set of excuses. The back and forth continued until the warranty provided had expired. Once that happened, we were told there was nothing they could do because the machine was no longer covered. I would be very suspicious of any positive reviews on their company. It seems that whenever a negative review is given, several positives pop up to bury it. Do your research and go to the different forums. Get real life responses. You'll find that Ricomas bad customer service is a common denominator.

Carl-Edouard hands down demonstrated excellence customer service, and resolved my issue in a matter of minutes, no major waiting time and even gave me additional recommendations that would definitely help me out thru my journey within the embroidery world!

Carl-Eduardo was very helpful, kind, and knowledgeable. It did not take very long and I wasn't even put on hold.

Adrian (Sales) and Rey (Service) worked together to get me quick technical help on an issue that I was having but connecting me with Arel. Arel was great to work with and was able to fix my issue very quickly. He was knowledgeable and knew exactly how to diagnose my machine. Very happy with my Ricoma MT-2001 purchase.

Purchased a ricoma vision September and only got it to work on October after a month because of their rip software did not work.

Order supplies pending like weeks before it shipped out even they already take your money right away.

I had an absolutely horrendous experience with this company's customer service. I've never encountered such incompetence and lack of professionalism before. From the very beginning, it was clear that the staff members were either poorly trained or simply did not care about helping customers.

First and foremost, the response time was ridiculously slow. I had to wait for days before receiving any sort of reply to my inquiries, and even then, the responses were generic and unhelpful. It felt like they were just copying and pasting pre-written responses without actually addressing my concerns.

To make matters worse, the company made several mistakes with my order and refused to take responsibility for them. Instead of rectifying the situation, they blamed me for their errors and refused to offer any solutions or compensation. This level of negligence is unacceptable and speaks volumes about their lack of commitment to customer satisfaction.

I strongly advise anyone considering doing business with this company to think twice. The way they treat their customers is disgraceful, and there are plenty of other companies out there that value their clients and provide excellent service. Save yourself the headache and frustration – take your business elsewhere.

I noticed a lot of mixed reviews here. I own the Luminaris 200 DTF Printer. I don't have any serious complaints about the company. The communication was good, shipping was reasonable, setup for me was easy. I did burn through a lot of A & B papers trying to get them to marry properly. You guys should bring the price down on the papers. Be fair with your customers guys!
Technical support (Roberto) was fast when a part broke on the printer. I sent him pictures, we confirmed the problem, and he sent me a new part within 2 days. I replaced the part, tested the printer, everything works great! Back in business! In fact I ordered their heat press after talking with support because I would like to turn all my machines to Ricoma.
I will say that if you are new to the printing industry that this has a technical twist to it. Just spend a lot of time with your machines and software. There can be hours of trial and error, but eventually the magic will start happening.

Thanks Ricoma!
Javier M.

This company is the worst company ever I can never get anyone on the phone no matter what time I call. They don't return your calls or emails. I wish I would have left this printer where it was I hate this thing

Great customer service,very knowledgeable and I was treated like family

excellent customer service. honestly if anyone rates them lower than 5 stars,, they are just disgruntled customers, that may have thought it was easy money to be made.

Purchased my Ricoma MT-1501 about a year ago and I've had great experience so far. They have been very helpful whenever I had questions and machine has been running great making me money

These company is real bad with customer service. Their product is not cheap to own for the type of service they give to the ppl. We bought the luminari200 and their Embroidery 1500. And they have not work since we got them. We watch all their videos and spoke with different ppl about these issues and still no process to getting these product running correctly.
Every time I tried to speak with a supervisor and it seems that they don’t exist with these company. No one will call you back to resolve the issue. They just want you to watch videos to fix your own issues.

They just want to sell a machine and let you figure it out on your own. We pay thousands of dollars for these printer machines and one the machine is shipped to you that's when the relationship ends with ricoma.
I believe I received a used model but was charged full price. I came to that conclusion when I had to perform maintaince and noticed a piece was installed in my machine backwards.
The customer service needs major improvement. Long wait times and your problem will not be resolved in a timely manner. Just recently I purchased an addition item for my machine, I've yet to receive any tracking information and its going on day number 10. I called ricoma got transferred to several departments, left messages and nobody has reached back out to me. Very disappointed with Ricoma. Do not recommend

I paid $15,000 for a TC1501 and bought the laser light this year. I also got a belt hoop and not paying attention ended up getting a EM not a TC. So after a month trying to get someone to call me back or even talk to me I'm told because I bought it in February I can't exchange it for the right one. They want me to buy another for $250. I put up with a lot of crap with this company. I had to go to another company to figure out how to align my machine. Customer service Sucks. I was their best friend in 2016 when I was paying $15,000 for the machine. I was willing to pay to ship and swap the hoop. Screw you. by the way stop sending customers to people who want answer their phone or call you back.