USCutter Reviews 13

Avoid US Cutter: Gross Incompetence, Zero Communication, and Lost Revenue
If you value your time, your money, and your business's reputation, do not buy from US Cutter. Their internal operations are an absolute joke, and their customer service is horrible

Last week, I placed a $5,000 order for a Graphtec plotter. A few hours later, I got a call saying the purchase was flagged for "potential fraud." I spent nearly 10 minutes on the phone with Austin proving my identity. I explained that I am a recently retired professional with over three decades in the industry as a business owner and just retired from XYZ company (which is the largest manufacture in the industry and the rep knew my former company), and that I was setting up a new mobile business unit to do some part time work—hence the relatively new email address. I even had to point out that their own staff had misspelled my name on the order, which was likely the trigger for the system flag.

After providing my personal home address, cell phone number, and personal email, the rep explicitly told me he was going to get this resolved, the order would ship that afternoon as originally told, and he would contact me if there were any further issues. They had absolutely no problem immediately charging my credit card for nearly $5,00).

That was the last I ever heard from them.

Days later, when the package failed to arrive, I called to track it down. I was casually informed that they had cancelled my order and processed a refund. No email. No phone call. Zero notification. To make matters worse, the customer service representative I spoke with had absolutely no record of the previous employee ever calling to verify my identity. Left hand, meet right hand.

The fallout? I deliberately cleared my schedule and turned down paying clients last week just to be available to receive, assemble, and install this equipment. Because of US Cutter's pathetic lack of communication, I now have zero equipment, thousands of dollars in lost revenue, and a calendar full of upcoming client bookings that I can no longer fulfill.

This is a textbook example of a bloated, careless company that couldn't care less about its customers. They didn't even have the basic courtesy to honor their word or send an automated cancellation email. Absolutely pathetic service. Save yourself the headache and take your business elsewhere.

Have been having many issues regarding a dtf printer. Supervisor took over 2 weeks to respond (printer has been down 3 months). Said they would call back with a discount on a newer upgraded one. Still was waiting and waiting as i was getting impatient as this is my money maker. I contacted clicklease and told them payment is getting hard to make as machine has been down and no solution or call back. Clicklease called and tried to help get a solution to no avail. Then i get a very unlrofessional voicemail left today that had left a bad taste in my mouth! I will NEVER deal with this company ever again!

I purchased the LaserPoint 3 ARMS Contour Cut Vinyl Cutter from USCutter in November 2022 for $699.99. From the moment I unboxed it, the machine was defective: the display was dead, buttons didn’t respond, and the pen/blade wouldn’t drop during cuts. The carriage moved, but the cutter was completely non-functional.
I submitted multiple support tickets, followed every setup step, installed drivers, matched COM ports, and even built a workaround to operate it entirely through software. I cast my workspace to a 75" screen, created cheat sheets, and documented every test. I even considered shipping damage—but USCutter never investigated, never offered a replacement, and never sent usable parts.
It’s now been three years, and I’ve never been able to use this machine. I’m left with a $700 paperweight that never worked properly from day one. USCutter pushed me into ticket loops and ignored the fact that the unit was dead on arrival. Their support is dismissive, slow, and unreliable.
If you’re a creator or small business owner, do not trust USCutter to stand behind their products. I wouldn’t wish this experience on anyone.

Have been with uscutter for 10 years. has always been a very good company to work with. I recently received an item that was damaged in shipping which was clearly mishandling by the shipper and Monica solved my issue quickly. Will remain with uscutter another 10 years I'm sure

Purchased a Titan 2 cutter in July 2022. Warranty was a big reason we purchased the machine. After light use, well within the warranty period, the machine no longer cuts due to the cutter head not going down. A new part shipped, was put on, and the same result. The technician at US had no real idea how to proceed other than check cable connections. After spending several hours with replacement parts and cable checking, machine still doesn’t function. Called tech support back and discovered that I would need to ship the unit cross country at my expense and wait for the technicians to look it over before they could send a loaner unit or new unit. Basically 3 weeks. My advice to you is not to waste your money on this Chinese made piece of junk sold by a company unwilling to honor their word!

i bought an mh 871 it came with the vynal master cut I did the upgrade to DSR found out that there is expert is what I needed so i didn't let anymore payments go thru because of this they tell me that I can't use my original software anymore so they have effectively screwed me out of $350 since i can no longer use my plotter of my original software. this is something that should be explained before you upgrade. and i keep getting the run around from uscutter they tell me i need to get ahold of Future corp and they say to get ahold of uscutter. so they have now shut down my business because i cant send anything to be aproved by the customer or us my software

I ordered a case of 36 mugs Shipping to Hawaii was only $26.00 A competitive company wanted to charge $145.00 for shipping. I got my order in 5 days via UPS, with a holiday in the middle of the 5 days. Three mugs were broken, I contacted Michael at the Redmond office. No hassle and gave me a $15.00 credit. The rest of the mugs were perfect for my project

I was having problems with my software Sure cuts a lot after purchasing a new computer and trying all week to load Vol. 4. I called tech support and Peter was so helpful, patient and kind. Resolved my issues very promptly. Thanks so much Peter for helping me, I truly appreciate it!!

I bought a Swing Heat Press from them, and it works great, but the head is loose and rotates more than it needs to. I bought a special tool to tighten it, but it keeps coming loose. So now I have to use an oven mitt to make the head stay in place when pressing shirts.
I also bought the Laserpoint3 Cutter ($600) from them. The first one was obviously used. The screen was broken and the stand was scratched and dinged up. I sent it back and got a new one about a month later. The new one was also obviously used. It had spray paint inside the box it arrived in, and sticky residue from previous stickers all over it. Also, the blade would not move correctly. They overnighted me some parts to fix it myself, but the overall experience was ridiculous. A huge hassle for $600. There's no excuse for why they couldn't just send me a brand new cutter. Customer Service was very good, but I Won't buy anything from them again.

Do not buy from this company. Their customer service is a complete waste of time & will only frustrate you further if you encounter an issue with your order.

I received a damaged item on 2/14/19. I contacted them that same morning & was told a replacement would be sent out. A business day later finally received an email confirming that my replacement was shipped TO THE WRONG ADDRESS. I don't know why they wouldn't have just sent it to the same address as the original order, I never made any indication that I was ever at a different location. I called to have this changed & waited on hold for over 20 mins to talk to someone. I finally got someone & let them know that it was going to the wrong address & was told that this already shipped out & they would ship another replacement to the correct address.

I never received any further confirmation that a new item was ever sent out. I sent an email on 2/16/19 asking for confirmation. I know this was Saturday, but I expected them to atleast reply by Monday 2/18/19. I emailed again yesterday 2/18/19 & still never got a reply.

I ended up calling & after waiting on hold for about 20 mins, I finally got someone & explained the situation again after they claimed they had no info about my order going to the wrong address. I was then put on hold for another 10 mins while she looked into this for me. She came back & asked which order this was about & as I was telling her it was a replacement I hear "Thank you for calling US Cutter" & she hung up. Are you kidding me?

I called again & asked to speak with a manager. After explaining my situation & telling the operator numerous time to please transfer me to a manager, I was finally put in touch with Greg who I wasn't sure if he was a manager or not. Greg told me that they contacted UPS & had the shipment changed to the correct address & this wouldn't take place until the shipment actually moved. The shipment has been moving since Friday night & there was no change made until I called to confirm that a replacement was sent. This reflects so in the tracking as well. I asked to speak with a higher level manager & was told that someone would contact me when their schedule allows.

Now I have to wait another business day for something that should have been here yesterday. It's due to arrive on 2/20/19, a full 6 days after contacting them about the damage. I will never buy from this company ever again. At the very least it would have been nice to refund the shipping DUE TO YOUR MISTAKE.

Please don't buy anything from this joke of a company.

I called to ask why i was getting charged tax on a out of state delivery. they said pa was 8% when it is only 6% and then they was charging the tax on shipping on top. when I tried to tell them PA is not that high they disconnected the phone call after waiting 15 min for someone to answer. If they treat people like that I will never buy anything from them. They just lost $2000-$3000

Delivery option provided by company was direct signature only. Fed Ex won't authorize myself to request to hold at a store for pickup. Called Fed Ex for support and they acknowledged that US Cutter would need to change the delivery information and I could pickup same day from a location near me. After begging US Cutter to call Fed Ex they state it might be available for pickup tomorrow. No offers to make it right with any sort of refund or discount on the item I still haven't received. Wish I would have just purchased something better, from a local shop.

I ordered the wrong ink by mistake. I realized it about 15 mins before I got a tracking number from them. I called UScutter and they said it was already shipped out and I can't return it at all. I was not happy considering it's $1,000 worth of ink. I hassled with them on the phone until they agreed to charge me a 20% restocking fee which I was fine with. They told me to call back once the package arrived at my address to process the return.

I called them back the very next business day and they refused my return again... I asked to speak with a manager, after pushing on him a bit he agreed to honor what they originally offered me. He said that it would take a while to process the RMA because they are busy, which I can understand. It's been over a week now and I've have not got any communication from them at all. I will not waste any more time with them..called the CC company at this point and will pay no restocking fees. The policies they have in place are not fair to customers... NO returns on ANY drop shipped items...this is totally crazy!