"I ordered 200 coaster blanks, to be in time for my Christmas orders. They sent me 2 boxes of shattered coasters. They didn't respond to my ticket after a week. Then they pretended they did not get my emails, but two weeks later sent an email in response? What kind of company sends out 200 shattered coasters with no padding, then insists I count what made it (39) and charges for shipping and the 39 coasters. Do not deal with these low lifes, there is a reason for the one-star rating."
"If I could they would get a 1/1,000,000,000 of a star !!! It’s no wonder they have no places to write reviews about their company on the site or fb !!! Horrible shipping, horrible software problems, and now they don’t want to refund me at all !!!! This company is a POS"
"totally Chinese crap. they started out ok for the price. my laserpoint 2 worked well for a few years now it eats motherboards annually. half the time the part they send is bad as well.
I bought the largest titan 3 to cut my digital prints and it's all but useless for anything but paper patterns.
this last motherboard was the final straw, "
"I just filed a complaint with the BBB against US cutter. It looks like many other people on this site might want to consider doing the same.
Here is my experience with US cutter
8/12, Sales told me that the Titan series cutters ""offer the same features as a Graphtec CE6000 but at a much lower price point." I initiated the purchase of a Titan 2
8/31, I received shipment notice.
9/12 a Titan 1 arrived with out of date software and no instructions for stand assembly. I spoke with customer service about the software, as I was saying I had one more question, customer service hung up on me.
9/13 I spoke with customer service about how loud my cutter was and it was determined that US cutter sent me the wrong machine.
9/21 the Titan 2 arrived. There was no instruction for stand assembly with this cutter either.
9/22 I tried to use Rhino CAD with my Titan 2 (a feature of the Graphtec cutters is they can work directly with third party software) customer service tried unsuccessfully to make the Titan work with Rhino CAD. Customer service told me that I could import the files as AI files. I started an online ticket asking for help importing AI files. The online ticket said that the ticket is normally reviewed within 24 hours.
9/29 I was emailed asking for a time that would work for me to talk with customer service about my software issue.
10/2 I replied with a time and my phone number.
10/2 customer service replied asking for my phone number.
Customer service did not call during the time I had asked them to on 10/2
10/3 after the hour that I had specified as the only time I could talk passed, I emailed customer service with this list and asked for a return label for the Titan and for a manager to call me.
10/3 Customer service (not a manager) called me later than the hour that I told him I would be able to answer the phone. He left a polite message explaining that he was busy.
10/4 I did not receive a phone call during my prep time. After my prep time, customer service emailed me saying that he would put me on his calendar for 10/5.
10/5 I did not receive a call from customer service, I emailed asking for contact information for management. I emailed management with this list and concluded "I have lost my faith in US cutter's ability to provide the service that my students and I need. Therefore, I would like to return my cutter for a refund. I believe that with the misinformation from the salesperson and the mismanagement by customer service, US cutter should pay for shipping and not charge any restocking fee.
I look forward to speaking with you soon."
10/6 Management has not responded. I have filed a complaint with the BBB.
"
"I have placed many orders with US Cutter and had zero issues. I always use PayPal and my order ships within 24 hours (usually within 4 hours). Last week I placed an order for vinyl and my box was missing one of the colors I ordered. I have gone back and forth with a customer service rep for several days now trying to get it sent to me. They keep saying 'we show it as shipped.' I needed it to finish a customer order that was due a few days ago now. Not happy and looking for a new vinyl vendor. "
"Paid UScutter with paypal and lost a customer due to slow payment processing. That was a 2k order that is gone. "
"US Cutter. Cares about recieving a purchase Rather than caring for their customers. Let's say 1,out of,100 people will get lucky enough to get a decent service rep. However the rest of us get our money taken with no real reason, and why does a return take weeks when the order is wrong it should be taken Care of asap. Never will I buy from US cutter. Again
"
"After speaking with two customer service people, I was told that there was no one else to talk to. The tone they took with me is not someone I will ever support as I continue in my new business venture. I recommend taking your business elsewhere. "
"Bought a $2000 dollar vinyl cutter from them and opened it up, turned it on, and I get "motor error" and strange sounds. Called UScutter for replacement and they told me I had to contact Roland. Contacted Roland and they said I should be able to exchange within 30 days of purchase. So here I am spending my day dealing with a company that won't accept returns when clearly they should."
"i have made an order shows the coupon was applied but after my credit card was charged they didnt apply it or give me the discount, i called 5 minutes later and asked for them to cancel the order and give my money back, well you guessed it the order shows shipped .i get tracking number that shows my order never left the warehouse. and been on the phone over an hour and no one knows what's going on 6 days later. so they took my money and nothing was shipped out"
"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."
"So many negative comments on the customer service. More people tend to leave reviews when they're ticked off, rather when they're happy with something. I spoke with Bryan Grote. He was not only efficient and friendly, he found the solution to my problem in a matter of minutes.
My cutter was not cutting properly, the end of each letter was sticking when I would try and peel it. Bryan had me replace the blade with the pen so he could get a better look at what the issue was. I would email him pictures of the results and from there he walked me through a PDF file that showed me what was happening with my cutter. My offset setting was incorrect and needed to be lowered.
Quick, efficient, friendly, and polite. "
"On December 30, 2016 we found US Cutter on the Internet. We were looking for "sand blast mask" for a special project. We called and spoke with a man in the sales department and told him we needed a mask that would work on a "convex" glass surface. he recommended their 12 mil - Sandblast Stencil. We pointed out that THEIR web site description said that would not work on curved surfaces. He said that was exaggerated. We could use it. He told us to order it on line. So we did. The product arrived and we looked at it. It comes as a 24" x 10' roll. We thought it seemed too stiff, but maybe that was because the backer was on. So we cut off a 16" x 16" piece. Removed the backer and cur the stencil tried it on the piece. It would not conform at all.
So we called the sales department. Spoke to another man and he said, since THEY recommended the wrong product we could return it. We had to call back and talk with #2 prompt, customer service. We called back and we were #3 in line on hold. THIRTY-FIVE MINUTES LATER, a customer service person answered our call. We explained everything and he said they could not take it back since we had cut a piece off. We explained again THEIR representatives had told us to order it and told us to try it. He said he was sorry but their was nothing he could do since we had cut it. When we asked to talk with someone else he said they were too busy and hung up on us
Find another company. We did Rayzist Photomask, Inc. www.rayzist.com/
Fantastic. They said send us your art work and we will cut the stencils so you can try them first.
THAT'S customer service.
"
"great customer service Andrew was really easy to work with "
"There service and products completely ****. There customer service is the worst I have ever experienced. I would highly recommend never doing business with this company. As they will try and bend you over and **** you silly. They must be Hilary supporters. Never been so disappointed in a company in my entire life. Will never use them again and will highly recommend never using them. Better off buy a used one on Craigslist. Just a horrible company. "