Complaints
This profile includes complaints for Quadient, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 133 total complaints in the last 3 years.
- 71 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a ****** ****** and the previous owner used Quadient to generate postage stamps in the office. I was contacted by the company in September 2024 and told the machine that we had was no longer going to be serviced and had to be replaced with a new one to be compliant. When I did that, they sent me a new contract for 36 months. In the fine print of that contact (had to click on a link to another page) it states the contract is "non-cancelable". I'm not sure how that is possible. When I reached out to inquire about terminating the contract they stated I had to first submit in writing a request to cancel and that they would then give me the cancellation fee. I did this and then they sent me an estimate of $976.54 with no explanation. It also stated this
"This amount is confidential and this information is not to be shared with third parties without written permission from Quadient. The amount is subject to verification by Quadient and may be revised at its sole discretion, for any reason it deems appropriate. This amount does not include any balance due to Quadient Leasing or any balances associated with your Quadient Postage Funding accounts."
When you call to speak with someone you wait on hold for 30 mins- 2 hrs. I called at 6:30 in the morning and finally spoke to someone who stated I had to pay the remainder of my contract. I assumed there would be a fee to cancel but this seems unethical and predatory.
Business Response
Date: 06/26/2025
Hello *****,
I have reviewed your
account and the details of your complaint.
You received an
early termination quote because your contract agreement does not reach maturity
until September 21, 2027. The terms and conditions of your contract outline the
agreement is non-cancelable and includes a promise to pay through the term mutually
agreed upon. The "Approval & Terms" section of the contract,
above your signature, includes an acknowledgement affirming the signer read and
agreed to all applicable terms and conditions.
Please contact our
Accounts Receivable team at ###-###-#### Option * or
us.******************************** for further assistance with your early
termination quote if you would like to proceed with the early termination of
your contract.
Sincerely,
Kimberly A**Customer Answer
Date: 06/27/2025
Complaint: ********
I am rejecting this response because:Your business practices are deceptive, unethical and predatory.
The terms of the agreement that you refer to are printed nowhere on the contract that I signed. You have to click to a different link to even see them. This is intentionally deceptive.
Your company then sent the termination quote stating the fee "may be revised at its sole discretion, for any sole reason it deems appropriate."
As a customer, what does this even mean? Again, I feel these practices are predatory and unethical.
Sincerely,
***** ********Business Response
Date: 06/27/2025
Hello *****,
I sincerely apologize for any confusion that may have occurred.
The early termination quote is only applicable if you elect to terminate the non-cancelable agreement before your contract maturity date. You do have the option to continue paying the contract until the maturity date. If you would like to update your cancellation date to the end of your contract term, the early termination quote will not apply.
The length of the contract term is outlined on the first page of the contract agreement. The "Approval & Terms" section of the contract, above your signature, includes a link to the contract terms and conditions which outline the agreement is non-cancelable during the initial term agreed upon. This section also acknowledges the signer read and agreed to all applicable terms and conditions.
I have asked our Accounts Receivable team to contact you directly to provide further assistance with your early termination quote. You can also contact us directly at ###-###-#### Option * or us.********************************
Sincerely,
Kimberly A**Initial Complaint
Date:06/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
****** **** **** entered into an equipment lease with Quadient Leasing USA Inc. (Lease #*********) for a ********** mailing system. The agreement references specific terms (“Commercial-Equipment-Lease-Terms--Direct-*******”) which were never provided to us, despite being legally binding.
Since May 2025, we have submitted multiple formal requests via email, mail, and their online support portal for a full copy of the lease agreement and buyout/termination instructions. These requests have been ignored or closed without explanation.
We also requested a lease termination due to the lack of transparency and support, but no response was provided. Instead, we received a delinquency notice demanding payment of $1,336.64, without resolving our dispute or acknowledging the open case.
This situation is causing operational disruption and financial stress. Quadient has refused to communicate, provide documentation, or honor basic customer service responsibilities.Business Response
Date: 06/26/2025
Hello,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
A copy of your lease contract and the contract terms and conditions were emailed to you today.
The Accounts Receivable Specialist assigned to your account attempted to call you this afternoon to assist with the early termination quote (buyout) for your lease.
I sincerely apologize for any delay encountered prior to filing your complaint. We care about your experience and will continue to work with you to help answer any remaining questions you may have.
Sincerely,
Kimberly A**Initial Complaint
Date:06/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am submitting this complaint regarding an early termination fee charged by Quadient on Contract #*******. Despite repeated efforts to resolve the matter directly, including multiple contacts with customer service and attempts to escalate to management; Quadient has not addressed my concerns or responded to my dispute.
The contract was materially breached by Quadient due to their failure to deliver functional equipment and the promised supplies, rendering the service unusable. Nonetheless, they are demanding a $285.01 early termination fee and have indicated there may be additional shipping charges. I believe these charges are unjustified under the circumstances.
I am seeking assistance from the BBB to have this fee waived, the contract closed without penalty, and to ensure that no return or shipping fees are applied.Business Response
Date: 06/23/2025
Hello ********,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
Thank you for
speaking with us last week and for allowing us an opportunity to help resolve
your concerns. Your cancellation will be processed, and you will receive return
labels this week to return your equipment.
If you have any
questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
Date:06/05/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Per our agreement with Quadient, all unused postage funds were to be promptly refunded upon return of the postage meter. I have been basically begging for a response since November. Their warehouse has provided me with inconsistent messaging about receipt of the equipment and meter return - both were included in the box that I packed myself. Tracking information proving it was delivered, as well as the many cryptic and unclear messages between Quadient Returns, Quadient Support, and me is attached. We request that the full refund be issued immediately to avoid further escalation of this matter, and responses have been repeated non-substantive deflections without resolution. They won't even verify the amount due back to us, as referenced in the demand letter. This has been going on for 7 months.Business Response
Date: 06/05/2025
Hello *****,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
I apologize for any
confusion that may have occurred. You did not have $8,500 on your meter. The
screenshot you attached from the Myquadient**** website was referencing your
Quadient Postage Funding line of credit. This was a line of credit you had
available to utilize to finance your postage downloads.
You are due a refund
in the amount of $578.72 from an overpayment on your Quadient Postage Funding
account.
You are also due a
refund in the amount of $220.91 for the funds on your prepaid postage account.
(There was $220.23 remaining on the meter, and you had $0.68 in a prepaid
postage account.)
We attempted to call
you today, but we reached your voicemail. We emailed you to provide further
assistance with your refund.
Sincerely,
Kimberly A**Initial Complaint
Date:05/28/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
we have sent back all equipment. with proof of delivery. and now we are getting billed for "lost equipment" because it is part of the contract. no where in contract does it state we have to pay for lost equipment that was never lost.Business Response
Date: 05/28/2025
Hello *****,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
Your equipment
return was received, and the lost meter invoice has been credited in full.
Please accept my apology for any inconvenience this may have caused you or your
business. I have attached a copy of the adjusted invoice reflecting the credit
memo for your records.
If you have any
questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
Date:05/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 5th I attempted to mail a wrist brace to a patient, the cost of the brace in a large envelope came to $9.35. I tried to print the postage on a postage meter tape, only to have the machine malfunction and print gobblety gook that does not show $9.35 in postage, nor the date. However the funds were taken out of our account even though the postage did not print correctly. I phoned Quadient (30 min call after long wait times) and they walked me through the menu to confirm that 3 items were mailed that day and a total of $10.73 came off of our account. This accounted for $9.35 postage meter tape that malfunctioned and did not print correctly and 2 .69 letters that were mailed. The Quadient person told me to take a screenshot of that information and go to the post office who will refund the $9.35 to us. Next day I do that and the **** almost laughs me out of the post office. They say that Quadient will have a record of how much mail was posted on that day and only they can restore the funds to my account. I call quadient a 2nd time (48 minutes this time) only to get them telling me once again, that I need to file some document with the **** to get a refund. the document clearly says the postage tape must show how much postage I was trying to print, which because the machine malfunctioned, I do not have that evidence. Essentially both **** and Quadient pointing the finger at the other and I am left to do nothing but accept that Quadient's machine falfunctioned and they won't restore the funds I lost because of their malfunctioning machine. I dont have the time or energy to spend hours on the phone over $9.35 but its been a lesson, and if we had a better option I'd certainly stop doing business with these people.Business Response
Date: 05/21/2025
Hello ******,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
When you contacted
us, you were referred to the United States Postal Service because they own the
funds that are downloaded to the meter. The **** processes refunds for spoiled
postage via ** **** ****. I am very sorry to hear that they were unable to assist
you. To ensure we make this right for you, I have applied a $9.35 credit to
your postage funding account number *******************.
We will call you to
touch base with you regarding your experience and to confirm everything has
been resolved.
If you have any
questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Initial Complaint
Date:05/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This business will not respond to any inquiries at all for a machine that we can not use. They have been contacted numerous times about the machine not working and us needing assistance. Because they have not helped us with the machine we are not asking to terminate the lease and they are asking for a large sum of money before doing so. The amount they are asking for in order to terminate the lease is far more than the actual amount of the remaining lease. They are unethical and scammers with a machine.Business Response
Date: 05/01/2025
Hello ***,
I have reviewed your
account and the details of your complaint.
The cancellation
letter you submitted only indicated your business no longer needs the machine. Our
Customer Service team has not received any recent contact from your business to
report any issues with the equipment since October of 2022. The issue reported in
2022 was resolved at that time. We will call you to offer assistance with
troubleshooting any issue you may be experiencing with the equipment.
You received an
early termination quote because your business signed a 63 month lease contract
agreement. Your contract does not reach maturity until August 5, 2027. The
terms and conditions of the lease contract outline the agreement is
unconditional, non-cancelable, and includes a promise to pay through the term
mutually agreed upon.
I have attached a
copy of your lease agreement and the contract terms and conditions for your
convenience.
Our Accounts
Receivable team reached out to you and attempted to answer your questions
regarding the non-cancelable agreement and the amount that Quadient Leasing is
willing to accept to terminate the non-cancelable agreement now, before your
August 5, 2027 contact maturity date.
Please contact our
Accounts Receivable team at ***** ******** Option * or at
us.******************************** for further assistance with your early
termination quote if you would like to proceed with the early termination of
your lease contract.
Sincerely,
Kimberly A**Customer Answer
Date: 05/05/2025
Complaint: ********
I am rejecting this response because: The claims that no one has put in a request for assistance since 2022 is categorically untrue. Along with the fact that they are not responsive when you do reach out. Adding, the payment to end the lease is astronomically larger in difference then what is left on the lease. This is called bad business practices and being forwarded to legal.
Sincerely,
*** ******Business Response
Date: 05/05/2025
Hello ***,
We attempted to call
you on Friday, May 2, 2025 and twice on Monday, May 5, 2025 to offer assistance
with your equipment, but we were unable to reach you. We left you a detailed
voicemail with a direct call back phone number. We are more than happy to help
resolve any issues you may be experiencing with the equipment. However, we have
not had any recent contact from your business to report technical issues with
the equipment.
You received an
early termination quote because your business signed a 63 month lease contract
agreement. Your contract does not reach maturity until August 5, 2027. The
terms and conditions of the lease contract outline the agreement is
unconditional, non-cancelable, and includes a promise to pay through the term
mutually agreed upon.
The early
termination quote is only applicable if you elect to terminate the
non-cancelable agreement before your contract maturity date. You do have the
option to continue paying the lease until the August 5, 2027 maturity date. If
you would like to update your cancellation date to the end of your contract
term, the early termination quote will not apply.
Please contact our
Accounts Receivable team at ***** ******** Option * or at
us.******************************** for further assistance with your early
termination quote so we can help.
Sincerely,
Kimberly A**Initial Complaint
Date:04/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
During Covid, I inadvertently signed a lease on 5/2021, a five-year period expiring 10/2026. We returned to the office, we had no use for the postage meter. I tried unsuccessfully to get an early termination; they wanted $5,000 buyout. We always rented our meter; I was not made aware that this was now a lease and there was no way out. I am still trying to get rid of this meter as we have no use for it, meanwhile, paying for services. In 8/2024 I was informed that the machine was being decommissioned, I would no longer have use of the meter; I was required to sign a new 5-year lease. I said absolutely not. They said I will contact you in December to discuss. In December I was told I would have to sign an addendum that the machine was being decommissioned as of 12/31/2024. I returned from Christmas break on 1/3/2025, still no addendum and the machine had been deactivated. I immediately emailed our rep who informed me he would get me the addendum and as soon as I sign it the machine would be reactivated. Forward to March 2025. I still have no addendum and no new machine, and the current machine is still deactivated. I have been buying postage at the **** ****** all while they are still billing me quarterly. I finally received the addendum on 3/28/2025. I signed the addendum on 3/28/2025 and emailed it back to my rep. Today is 4/22/2025, the current meter is still deactivated. I called my rep and was told it is too late to turn the meter back on they were permanently deactivated on March 31st and can no longer be activated. I still have not received the new meter. At this point, they are in default of the lease agreement as it states they are required to maintain their equipment. At this point, I would like to be released from the lease and any outstanding balances credited to my account. I no longer want to be associated with Quadient. They have been deceptive and misleading. We have been a customer for 25 years and find their lack of professionalism disappointing.Business Response
Date: 04/26/2025
Hello *****,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
We will submit a request to terminate your lease agreement early, with nothing further due, as a result of the 2025 decertification of your IS350 equipment by the ****** ****** ****** *******. Since your new equipment has not shipped, we will also request to terminate the addendum to your lease agreement that was signed in March. We will follow-up with you as soon as possible to confirm if the request has been approved.
We appreciate your patience. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at *******************
Sincerely,
Kimberly A**Customer Answer
Date: 05/05/2025
I am sorry for not responding. This complaint has amicably come to a resolution.
Initial Complaint
Date:04/22/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were leasing an ****** ****** Mailing unit from Quadient with contract ending in March 2025. I was notified that the the IS-280 unit was being decommissioned and as of December 31st 2025 it will no longer be serviced by Quadient and accepted by ****. I followed Quadient's procedures, by emailing, obtaining a case number & filling out the appropriate information so that I can cancel and obtain the return instructions for the unit that I can no longer use. I indicated when I wanted to cancel my contract and the reason why. I had called numerous times and had chat conversations on their platform over the last 6 months. I was asking why it is taking so long to process my request, why I have not received the return labels, etc. I get 100 different reasons and transfers to other departments. They will put in expedite requests, at one point they even opened a case number for the original case number, so that maybe someone would respond or take some action. Every representative that I spoke to did not understand why my case was not being processed even after they spoke to supervisors. Last emailed that I received was on 2/20 stating that I should receive an email after 3/15 from the Asset Management team with return instructions. It is 4/21/2025 and I have not received ANYTHING. They keep saying that they are going to do things, but it never happens! So I called again, the nice lady put me on hold, she saw that my request has been open since November and again she was puzzled. She spoke to her supervisor and stated that they will not send the return instructions until I pay the invoice for $127 for rental from December 2024 thru March 2025. For a unit that they told me that was no good and that I could not use??? AND THEN they are invoicing me for March-June 2025. My contract ended in March and I have not used the unit since December since it does not work because it was decommissioned! How is this even possible?Business Response
Date: 04/26/2025
Hello ***,
I am very sorry to hear of your experience. I have reviewed your account and the details of your complaint.
Your lease is paid through December 15, 2024. Since the contract was not paid to maturity and was not paid through the decertification date, the cancellation is still pending. Please accept my apology if this was not clearly communicated and for any confusion this may have caused.
We will submit a request to terminate your contract now, with nothing further due, as a result of the 2025 decertification of your IS280 equipment by the ****** ****** ****** *******. We will follow-up with you as soon as possible to provide the status of this request and to ensure you have received your return instructions.
We appreciate your patience. We will work closely with you until this matter is fully resolved. If you have any questions, please reach out to me directly at ******************.
Sincerely,
Kimberly A**Customer Answer
Date: 04/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*** ********Initial Complaint
Date:04/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed a lease for a postage machine back in 2023. Last week, we received an order confirmation for ink for ink we did not order. Order confirmation ********. I immediately emailed that we did not order nor did we consent to the ink being sent. We hardly use the machine anymore. They said I could return once I received it. They are now telling me they will only credit $258.00 and I have to pay the return shipping.
You cannot just mail me ink and they want me to pay for something we did not order. I am requesting a full refund of $305.64 plus a prepaid label to return the ink. If not, we would like to close out account with Quadient due to these unauthorized charges.
I reached out to Barbara Petrillo, who we dealt with when we switched to Quadient. She was less than professional and just said that's not her job to handle and transferred me back to supplies.Business Response
Date: 04/21/2025
Hello ******,
I am very sorry to
hear of your experience. I have reviewed your account and the details of your
complaint.
I
apologize for any inconvenience or confusion that may have occurred. You
received the ink cartridge because you are enrolled in the ******* program.
This program automatically ships a new ink cartridge to you when the remaining
ink capacity in your current ink cartridge drops to 20%. You are still using
the original ink cartridge that came with your machine in 2023. The ink
capacity dropped to 20% on April 14, 2025. This triggered your new ink order.
The
******* enrollment option was checked on your IX-3 contract. I have attached a
copy of your contract for reference. If this was an error, or if this is
something you are no longer interested in, we can remove you from the EasyInk
program.
We
attempted to call you this afternoon, but we were unable to reach you. One of
our Customer Service Leads, Christine, emailed you to provide further
assistance with the return. We will provide a courtesy return label for the ink
cartridge, and we will credit the invoice in full once the ink has been
returned.
We
appreciate your patience. We will work closely with you until this matter is
fully resolved. If you have any questions, please reach out to me directly at
[email protected].
Sincerely,
Kimberly
A**
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