From Day 1 I have needed this 6 head embroidery machine to work as they promised. I have worked with their tech support and they got the hats going okay, but the quality was still not as promised. When I called back in April 2019 I asked if this machine can do the quality as my Barudan, that is 10 years old. They promised me quality and speed, but I have not been able to achieve that with this 6 head Ricoma. I have had their techs tell me my timing is fine and the machine is fine, but everytime I put on a Richardson 112 the machine eats the hat, breaks needles, and shreds threads. This machine is not what they promised and there is nothing that will ever get me to buy another one or promote it.
Their CEO, Henry Ma, tried to get 3 men to intimidate me to keep quiet and get me to sidn an NDA in order to cover this all up. I will not hide and if there is ANYONE that needs help because you got a faulty machine, please reach out. Thank you!
DON’T BUY A RICOMA! I have had the worst experience with them. Our machine needed a whole new head after only 2 months of light use. We spent serval hours on the phone several times with technical support and could not resolve the issue. In the meantime, this machine ruined several items, and cost us a bunch to damage control and make the customer happy. Their technical support is AWFUL! And the management is even worse. They wanted me to send the machine head back so they could fix and send it back. However, we are a new embroidery company and I had several orders that had to get done so I told them I didn’t have time for this and they needed to send us a new head and then we would send the other one back. They agreed this could happen. 5 business days later and still no head. I called them to see what the deal was and they hadn’t even sent it!!! They said oh we had to “test” it to make sure it was good…..cause that really takes a whole week. Really, they just forgot to send it.
I asked them to overnight it because now I didn’t have time to wait for regular post. They agreed…..and sent us the wrong head! Now its Monday and I have a custom birthday order needed for a birthday shoot on Wednesday and several other orders that HAVE to go out on Wednesday. My embroidery machine had been down a full 2 ½ weeks. I talk to everyone again, tech support and vp of sales, they assure me they will get one out today and I will have it on Tuesday. I call back at 3pm to confirm it has been sent, and they assure me that I would have it tomorrow. The head of tech support calls me at 5:30 our time 6:30 theirs and tells me that they have been short staffed today and were trying to test my head and it would get out until tomorrow.
I explain that is *UNACCEPTABLE* and he is like oh well UPS is closed so we can’t send it out now because we spent 30 minutes on the phone like it’s my fault he can’t do his job. I can’t believe this guy still has a job. I have never had to deal with such incompetence. If he worked for me he would be looonng gone! So now I have several orders I have to refund and try to damage control, likely by giving them free stuff and will likely have some very unhappy customers.
Not to mention what the down time has cost me and the damage this has done to my fledging embroidery business. Not to mention their training is also awful, we could hardly even understand the lady who gave it has her accent was so thick, and every time we asked questions she would say ohh go watch the videos and half the time this would not resolve the issue. Bottom line is they don’t take care of their customers, their products are subpar, and they are unbelievably incompetent. Just don’t do it, you will save yourself a lot of money and stress.
Ricoma Reviews
From Day 1 I have needed this 6 head embroidery machine to work as they promised. I have worked with their tech support and they got the hats going okay, but the quality was still not as promised. When I called back in April 2019 I asked if this machine can do the quality as my Barudan, that is 10 years old. They promised me quality and speed, but I have not been able to achieve that with this 6 head Ricoma. I have had their techs tell me my timing is fine and the machine is fine, but everytime I put on a Richardson 112 the machine eats the hat, breaks needles, and shreds threads. This machine is not what they promised and there is nothing that will ever get me to buy another one or promote it.
Their CEO, Henry Ma, tried to get 3 men to intimidate me to keep quiet and get me to sidn an NDA in order to cover this all up. I will not hide and if there is ANYONE that needs help because you got a faulty machine, please reach out. Thank you!
DON’T BUY A RICOMA! I have had the worst experience with them. Our machine needed a whole new head after only 2 months of light use. We spent serval hours on the phone several times with technical support and could not resolve the issue. In the meantime, this machine ruined several items, and cost us a bunch to damage control and make the customer happy. Their technical support is AWFUL! And the management is even worse. They wanted me to send the machine head back so they could fix and send it back. However, we are a new embroidery company and I had several orders that had to get done so I told them I didn’t have time for this and they needed to send us a new head and then we would send the other one back. They agreed this could happen. 5 business days later and still no head. I called them to see what the deal was and they hadn’t even sent it!!! They said oh we had to “test” it to make sure it was good…..cause that really takes a whole week. Really, they just forgot to send it.
I asked them to overnight it because now I didn’t have time to wait for regular post. They agreed…..and sent us the wrong head! Now its Monday and I have a custom birthday order needed for a birthday shoot on Wednesday and several other orders that HAVE to go out on Wednesday. My embroidery machine had been down a full 2 ½ weeks. I talk to everyone again, tech support and vp of sales, they assure me they will get one out today and I will have it on Tuesday. I call back at 3pm to confirm it has been sent, and they assure me that I would have it tomorrow. The head of tech support calls me at 5:30 our time 6:30 theirs and tells me that they have been short staffed today and were trying to test my head and it would get out until tomorrow.
I explain that is *UNACCEPTABLE* and he is like oh well UPS is closed so we can’t send it out now because we spent 30 minutes on the phone like it’s my fault he can’t do his job. I can’t believe this guy still has a job. I have never had to deal with such incompetence. If he worked for me he would be looonng gone! So now I have several orders I have to refund and try to damage control, likely by giving them free stuff and will likely have some very unhappy customers.
Not to mention what the down time has cost me and the damage this has done to my fledging embroidery business. Not to mention their training is also awful, we could hardly even understand the lady who gave it has her accent was so thick, and every time we asked questions she would say ohh go watch the videos and half the time this would not resolve the issue. Bottom line is they don’t take care of their customers, their products are subpar, and they are unbelievably incompetent. Just don’t do it, you will save yourself a lot of money and stress.