SignWarehouse Reviews 14

Customer Service/Support Sucks!
Take my advice...a company is only as good as their employees /support. I have been a customer for years and am now being told they save their live support for critical issues. To me not having a working machine for a business that make signs is pretty critical. I was told, through email by the way since they don't answer the phone, that there are videos ect i can watch to fix the problem. I explained I have done all that and was basically told I needed a new machine. I contacted graphtec and explained the issue and how their machines are being sold without support. They fixed the issue in less than 5 min. It was a simple fix but I wasn't worth the time to sign warehouse. Buy from someone who will help you not take your money and forget you! I won't be making that mistake again! I will be happy to share my emails and how I was basically told they didn't have time for me with any and everyone who will listen.

I was recently even more blown away by the excellent customer support from sign warehouse. And my signs came out great. I have been with them since 2002 and never been disappointed.

I have had good customer and sales service and received quality items in a timely manner. The only issue I've had was with UPS but not from signwarehouse as a company.

This would be a zero, but it's not an option. I ordered a $700 roll of goldleaf vinyl about 3 months ago. Still have not received it. I weekly get in touch with customer service who say they 'create a ticket' and thats the end of it. Criminal company.

Read reviews of this company! That should tell you something and it should have told me something, but I was the dumb one that fell for the sales pitch hook line and sinker... and boy did it sink. Check the Better Business Bureau (BBB) do not take my word for it. Be better than I was... Please for your own sanity. They sanitize the reviews on their own site.

You cannot have all these negative reviews then magically have a 4.8 just on your own site... and when you look up BBB it gets even worse. Do your homework! Don't be me,...

Awful customer service! Sold me a printer that would not work with my existing press. Will not REFUND me even though it was their fault and I have emails to prove it. Now the printer is "jammed' and won't work I paid a lot for the 560 bundle. I've had it over a month and have yet complete one successful print.

Nothing but problems.
I put all the vinyl in my cart during checkout I clicked on the "shop app" for payments. It sent me to that page, I set it up, continued with checkout, selected the payments. It didn't give me the new customer coupon because while I set up shop all the coupons were used so I lost that. I hit checkout, it took all $200+ out of my account, not the payments. I get an email green was on back order, when messaging them most were. This should have been made clear before checkout. They guaranteed I would get all of it by the 28th (the day I needed it). I was told o would get a gift card for all my troubles (never got that) all my vinyl did not show up it took multiple emails to get my refund. I mentioned the gift card several times and every time they ignored that question. I never did receive it. Very disgusted.

I bought printable vinyl from this company. I printed several 8 inch sunflowers on separate sheets. Two of them were defective, and left marks in my sunflowers. The vinyl was defective. It was not my machine or it would’ve been everyone of them. The response I got from your customer service rep was that it was my machine, my printer and not the vinyl. I totally disagree. Why would some come out OK and some not. I would not recommend buying from this company.

Amanda
Hello Shawn

Shawn
Hi. I placed an order a couple months ago as backup vinyl for when I run out. I just got around to opening it and it's completely wrong.
There was a packing slip and the barcode number is 015676
I always order from you since it's an easy process to get the spool of vinyl cut down to 20 inches for my BN-20.
Since I am printing directly to the vinyl, I only ever order White and have it "slit' to 20".

Shawn
I received this and it's Black, 24". Cut directly in the middle. I am not sure who's order this is, but it's not what I ordered.
an hour ago

Shawn
Did I lose you?

Amanda
I am researching for you
This is an order from April
correct?

Shawn
The ship date is from then, so I think so

Amanda
I apologize for the delay Shawn. I have spoken with my supervisor and was informed we would have needed to be contacted regarding this issue within 30 days.
I do show that the order was for Black vinyl

Shawn
This wasn't my mistake though.

Amanda
(shows screenshot of my order)

Shawn
The order was taken over the phone. One, I would never had ordered black. Two, I would never have had it cut in half, when I need it at 20 inches.

Shawn
This is the 2nd time, Shacreda has messed up an order of mine. The first time, I ordered white. Called her to make sure the cut was added. Then, I got the spool without a cut.

Shawn
Shipped it back using a label you sent me. Then it was fixed and shipped back to me.
Then, my next order with you, was this one. I mentioned to her that there was a problem with my last order. She assured me that there were new measures in place so that what happened on my last order, would not happen again.

Shawn
Now I have 2 - 12 inch sections of black that I will never use, nor did I order.
You can look in my order history and see that I have ONLY ordered white.

-Now talking to someone else-
Tatelyn
Hello Shawn,

I do apologize for the inconvenience, however it has been 3months..
We have procedures we have to follow and we have a return policy we have to follow as well.. we would have needed to be notified of this issue well before 3months.

Shawn
So 1 month, your fault is different than 3 months your fault. Makes a lot of sense.

-Back to Amanda??-
Amanda
From what I understand from your description, you received exactly what was on your order
image

Shawn
Like I said, the order was placed over the phone. I NEVER order black and NEVER have it cut in half.

Shawn
The order was placed with the SAME person who messed up my order previously.

Amanda
I understand your concern, however if the order was incorrect we would have needed to be notified at the time that you received the order
We sent what was on the order, and would not have known that the order was incorrect until you told us. Our return policy, including the policy regarding notifying us of incorrect orders, can be reviewed here: Link Removed

Shawn
I don't need reminding of your policy. I ship around 160 orders a day. Policies can be "bent" when there is clearly fault by the company. And if said company can't realize that, then I will take my business elsewhere.

Shawn
It's not the first time you've made a mistake with my orders.

-And back to Tatelyn-
Tatelyn
Shawn,
Again we have a return policy we have to follow.. We apologize, however this is not something we can go back and correct with it being 3months later.
We do support whatever decision you make.
Thank you.

Shawn
You can. You won't. I get it.

DO NOT BUY FROM, and god forbid you make a mistake on the order and end up loosing over 50% of the money to ship it back and take a 25% restocking fee hit, complete BS, and 2 weeks and still not even the shi ty refund i was told i would get. very poor business

I've been a customer for over 10 years - not any more apparently.

We had some issues with mutoh ink we had been using for years, it was the larger cartridge. After speaking to a support rep at sign warehouse, he told us that mutoh changed the chips and the printers would no longer accept the larger cartridges. So there goes a large amount of money because they won't take them back, and no notes about no longer working for the printers.

The rep then talked us into their Enduraink brand and told us that using this ink would not void the warranty as they had an agreement with mutoh. We did use it for a while, however in the last two cartridges there was an issue where the printer said the ink was empty when it clearly wasn't. Then all of a sudden the printer craps out.

They sent out a tech, and come to find out that the ink wouldn't push through to the print head and caused it to break. And of course now Mutoh said because it was third party ink. We speak to Sign Warehouse, and of course they now swear their person would have never said that. It does say it on their site now, but it has been almost two years since I looked at it, and I actually trusted their support person wouldn't lie about it.

However, then yesterday we also got a phone call back from another tech support person who again stated that it would not void the Mutoh Warranty. But low and behold the Supervisor today, Keith states that it does void the warranty and their people would have NEVER said that.

And when I asked to return the defective ink for a refund I was told "that will never happen".

So they don't stand behind their product, it apparently destroys printers and they won't even take the defective ink cartridges back for a refund.

Not sure what's going on with signwarehouse two products were sent back because of defects found and unfortunately it's taken about a month with recent communication that is extremely poor to resolve the issues. I have to say prior to posting this, they had a good employee name Natalie and unfortunate she left but she was great and with perfect communication skills that started the process to resolve my issues but she left signwarehouse and before she left she actually called me to let me know that she was leaving. Now someone else took over and doesn't follow up. A business like this does not deserve for my business and because of this I was hesitating to purchase expensive software from them.

Sign Warehouse has a big problem with their Tech Support team. They can't or won't provide assistance to customers with legitimate hardware or software questions. I was assured that LXi12 CNC software is compatible with my Mercury laser. I bought both at Sign Warehouse. Because they lost my email address, I did not receive an invoice or shipping notice from Sign Warehouse. I contacted them again after a week and I had to provide them with proof of my online purchase. After I received the CNC software, I quickly installed it on an appropriate VISTA computer along with the required laser driver. I couldn't get it to work and I contacted Tech Support at Sign Warehouse. I explained my situation in detail and I asked them for answers to my questions and suggestions. They responded with an assurance that it worked and no answer or suggestions. I ended up sending three more emails to Tech Support. They answered my second email with another assurance and they ignored my last two emails altogether. Even though I paid for this assistance, the assistance I received from Sign Warehouse is anything but meaningful. It seems they only have one Tech Support employee on their payroll and he's a salesman, not a technician. Until I find out the solution to this compatibility problem, my laser and software are effectively useless. If you search for 'Sign Warehouse Mercury Laser' on YouTube, you will see proof of a compatibility problem.