Complaints

The 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:06/05/2025

  Type:Product Issues
  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.

  I purchased a Sawgrass SG1000 printer from an authorized store in 2022. The printer as been great without any major problems. I have printed less than 500 pages on printer. The blue/black print head starting printing with lines about 2-3 weeks ago. I did all of the suggest things to fix the problem and it was still happening. I reached out to Sawgrass for additional help/repair to the unit. They gave me a couple of additional things to try which did not work. I have now been informed that the printer I will need to purchase a new printer and that they do not do any repairs on printers. This printer is $1200 new and everything works perfectly except the blue/printhead. It should also be noted that I have never used 3rd party ink on my printer and always purchased Sawgrass ink. I offered to pay for the service to have it fixed and was informed this is not an option as they do not have a repair center. They did offer 1 complimentary ink for being a valued customer

  Business Response

  Date: 06/05/2025

  Unfortunately, we do not have repair services available through Sawgrass -even with payment-, as was mentioned. However, print shops that understand ink jet technology can generally speak to the issue to some degree; though Sawgrass cannot speak to the effectiveness of that methodology.
  
  Based on the information and results that were found in our initial communications, it is our belief that the printhead in question has failed. This can be due to several different factors that can come with normal age and use. In this particular instance, it does appear that the printer is outside of the 2 year warranty that would allow for a replacement. That being said, our team is reviewing this open ticket for next steps and options.
  

  Customer Answer

  Date: 06/05/2025

   I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  Jillian *******

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Purchase the Sawgrass printer in June 11,2023 off ******. I had trouble with the printer so I called a couple repair shops to fix it. No one could fix the printer so I tried to call sawgrass and you can not do that. Everything has to go through emails. They contended me I think on feb 28 th. Had to send them pictures of parts of the printer and the ink I was using. Sawgrass told me they could not help me with my repairs because I was not using there ink. They told me I would have to purchase there ink and they would help me repair my printer. I purchased there ink over 300.00 and sent receipt to show them I purchased it. So I did everything they asked me to do and it did not work. So they said there was nothing they could do to help me. There is a 2 year warranty but only if you use there ink. I was not aware of that and also if you leave the printer on at all times it will clean its self never was told that. So again I purchased there in as I was told then they said the printer can not be fixed. I also told them I would pay for the repairs from them to fix the printer and they said it can not be fixed. I have talked to a lot of people and they have been treated the same way.

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 have a small business where I use a Sawgrass sublimation printer. There was a recent update to the machine and software that now detects whether or not you are using Sawgrass ink. I have been using off brand sublimation ink for 2 years and have never had a problem and now I am unable to use my printer or software. I was told by the company when I contacted them that I was only allowed to use their ink. That if I used other ink would not be able to use the software I purchased nor would my printer print correctly if at all. My printer currently will not print. My business has been at a stand still ever since. I have lost two separate contracts due to this.

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  False advertising from Sawgrass and Swing Design about just leave the printer on and it will do its own maintenance and no need to print everyday. This is not a true statement as I don't use this device everyday.
  I shouldn't have to keep putting in tickets for the same issue.
  On December 04, 2024 at 4:19 pm came in here to print something and the Magenta is not printing again, know remind you my Magenta ink level was at 91% and I did two head cleanings, 10 full Magenta page bleeds and nozzle checks and the ink is at 75%. Know the Magenta is not even printing yet again. It's evident that something is wrong with the Magenta ink. I want a full refund for this product and additional ink.
  I purchased this printer on September 19, 2024 and of course it's outside the return window. I did an initial sublimation print and the colors were off. Came back the next day the roller for the paper is making this squeaking noise. I printed 3 pages again only for them to stop half way through. Then magenta stop printing, so tried to troubleshoot this with numerous print utility functions to get it work only to run out of ink. Now all my ink is at 1%. Your manual states it will take most of the ink but I should still get plenty of prints, well this is not the case I got 11 prints. Most of these were utility prints to get my magenta to print and it’s still not working. When the magenta did print it has lines through it, so back to troubleshooting again only to run out of ink.
  After submitting a ticket on October 26, 2024 I was given troubleshooting techniques which depletes the ink which resulted in me having to install the new ink I had just purchased. I follow the device the service representative and left the printer on and it has been on 24 hours a day 7 days a week.
  Numerous complaints on the Facebook Group page and Amazon Website complaining about Magenta not working. I've since purchased and installed Magenta and Yellow ink on October 23, 2024.

• Initial Complaint

  Date:11/15/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 have been using a design program called DesignMate licensed by SawgrassInk. I bought theirs printer and in order to continue to use their product I have had to buy their very expensive ink. I have done that. Now when I go into their program to create my design they do not allow me to save or print my designs unless I upgrade to their premium package of service. I have no need to upgrade my service and no desire to do so. I have contacted their help/support to fix this problem and I am told someone will reach my via email "very soon". No one returns my request for help in this matter. There is no other way to reach this company except via email. I am a loss as to how to proceed.

• Initial Complaint

  Date:08/05/2024

  Type:Customer Service Issues
  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 have not yet received a response, my previous message took 12+ hours for a reply. I was trying to usemy printer for a time-sensitive matter and this customer service is unacceptable. I have tried to troubleshoot the system on my own but continue to receive various error messages. I am severely disappointed in the printer and in the service I have received. With the proprietary nature of the software, I cannot complete my project without assistance—that clearly never happened. At this moment, my printer and your proprietary ink are ineffective and I would like a replacement.
  
  I have spent several hundred dollars on your printer and ink and have not used it enough for it not to work properly. The printer has been used three times with the original ink and I purchase more ink August of last year due to a message stating ink was low. August 2024 was the first time I attempted to use the printer again and I received another error message stating the waste collection was full not sure how that could happen since I've only used the printer three times. Nothing has worked properly since conception of my purchase. Please reimburse my $308 plus tax for the ink and the cost of the printer $667.79. If you can't afford to refund my money send me a new printer that works and replacement ink.

  Business Response

  Date: 08/05/2024

  Hello, 

  I apologize for the delay here! It appears that when the original contact was made, the incorrect region was selected, which meant the message was being handled by one of our agents in the UK, and our offices are closed on the weekend. It has sense been handed back to the US as of this morning.

  The alerts that are appearing on the printer are related to ink and waste container levels and are not indicative of an issue that cannot be resolved with ink replacements. We will, given the confusion and delay, of course be happy to help out with what we can around ink. We will be back in touch via that conversation so we can coordinate that properly.

  Customer Answer

  Date: 08/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Customer Answer

  Date: 08/09/2024

  The response received did not resolve my issue. My printer still is inoperable and I want a refund for my ink and for the printer or send me a new printer that works and ink that last longer than the time it takes to install. 

  Business Response

  Date: 08/11/2024

  We reached out to the customer on Monday August 5th in order to gather details and assist further with possible ink replacement and further troubleshooting. As it stands, there is nothing that has been provided that would be indicative of an issue with the printer itself. As of today Aug 11th, we have received no information in order to assist in any direction. 

  As mentioned in our reply, after having a look at the provided photos, those alerts are directly related to the ink and waste container levels, but are not related to a functional issue with the device. This generally speaks to the ink having been depleted. There are a number of reasons that this can happen, for instance if the printer has sat unused (even powered on) it will end up running maintenance more often, which can impact those ink levels.

  Again, we are more than happy to assist with getting the customer back up and running, but we need to be able to clarify details and next steps in order to do so, 

  As such, in order to take any further action, we will need the following information; preferably as a reply the email sent on Aug 5th.
   
  • Ink information (picture of the long white stickers on the side of all four ink cartridges that are showing these alerts)
  • Your printer serial number (this can be found on the inside of the front ink bay door)
  • Copy of printer purchase invoice 

  Customer Answer

  Date: 08/12/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received an email from Sawgrass. Please resend the email and I will be more than happy to respond providing the information as requested. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 08/13/2024

  The email with that request has been resent as of 11:30EST 8/13/2024. We will keep an eye out for reply.

• Initial Complaint

  Date:05/08/2024

  Type:Customer Service Issues
  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.

  Updated driver software no longer uses ink that is not affiliated with Sawgrass. When purchasing the printer there is a disclaimer that if you use ink not affiliated with Sawgrass it will void the war****y. I accepted this risk and until tonight it worked great. There was a driver update in the software which now no longer allows the consumer to print at all. This is not fair since it was not previously disclosed. I should not be required to use a brand of ink or not be able to use the machine.
  Please update the driver software to previous version so that fair competition can occur.

  Business Response

  Date: 05/08/2024

  Hello, 

  As noted, the use of non-genuine ink cartridges is a violation of the End User License Agreement for our software, which was agreed to upon installation (Warranty Statement). This would mean that the warranty for the device will be considered void.
  
  I've included the specific excerpt mentioning this below:
  
  The SOFTWARE PRODUCT has been designed for the Sawgrass Process in combination with SubliJet, and optimum results will require this combination. Please also note that only the use of a Sawgrass ink is a licensed use under this EULA, always on condition that such ink has been purchased directly from Sawgrass or from one of its licensed distributors. Any other use (with regard to product, process and/or source of purchase)is not a licensed use of the SOFTWARE PRODUCT. If the Sawgrass Process is not executed in compliance with this EULA, then (a) your warranty rights may be considerably limited or excluded, (b) you will find a non removable water print mark appearing on the print-out, (c) and/or the color output will be less precise.
  
  Customers are, however, still able to print to the printer itself without issue. If an issue is being encountered when selecting the printer itself as the destination device, then our Care Team would want to have a deeper look via a support ticket.

  Customer Answer

  Date: 05/08/2024

   I am rejecting this response because: As noted in your warranty and disclosure it states it will still print but will not be as accurate. With the new update the printer no longer prints at all. This is a new change that occurred immediately after the new firmware update and not a malfunction of the printer or ink. The device worked perfectly until the updated firmware. Now it states that after market ink is installed and will not proceed beyond this point. In addition to this, you state in the agreement that the printer will work but then contradict yourself saying a watermark will be placed on any printed materials. This is a moot point since it does not print at all but making a printer malfunction is also not acceptable. 
  
  
  
  Sincerely,
  Lori G

  Business Response

  Date: 05/08/2024

  As noted previously, the printer would still be able to receive prints directly. The updates would only restrict access to our software as per the EULA. 

  If there are specific issues wherein that printer is reflecting codes, messages or any issues impacting its ability to receive prints, then that would be an unrelated issue that we would be happy to troubleshoot within our Care Team.

  At this time, I do not see any contact with our support team. As such, we will be creating a ticket to assist and will be in contact directly via email to help determine what is going on with that device. 

  Customer Answer

  Date: 05/12/2024

  I am rejecting this response because: It was not until the updated firmware that the system stopped working. I literally used the printer a week prior and had no issues. I have tried resetting to factory settings but since the firmware is updated it will not allow me to use the printer. I have tried printer using other programs such as adobe and free-form but since the printer will not recognize the ink it does not print anything out. 

  I have checked to see if there has been an update to the firmware that allows me to use my printer again but there has been no update. 

  Sincerely,
  Lori G****

• Initial Complaint

  Date:04/15/2024

  Type:Product Issues
  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.

  Hi,I can't afford your ink but I did purchase Sawgrass expensive printer and now I can't use it because of an unfair update that was required to go forward and will not print.  Everything was fine with what I was doing before the new firmware update.  I'm requesting that I receive at no charge the ink that makes this expensive printer work.
  Is this lawful that the Sawgrass company is forcing people to use a specific ink and if the customer doesn't the printer will stop working or destroy prints while its printing?  Why is Sawgrass firmware designed to destroy a perfectly good expensive printer when Sawgrass ink isn't used, and then leave a menu message that it's not under warranty.  But, Sawgrass system is set up to self destruct itself.  Please make this make sense.  This practice has to be against the law.
  A very very dissatisfied customer
  Christina

  Business Response

  Date: 04/15/2024

  The use of non-genuine ink cartridges is a violation of the End User License Agreement for our software, which was agreed to upon installation (Warranty Statement). This would mean that the warranty for the device will be considered void and access to our software would be restricted.
  
  I've included the specific excerpt mentioning this below:
  
  The SOFTWARE PRODUCT has been designed for the Sawgrass Process in combination with SubliJet, and optimum results will require this combination. Please also note that only the use of a Sawgrass ink is a licensed use under this EULA, always on condition that such ink has been purchased directly from Sawgrass or from one of its licensed distributors. Any other use (with regard to product, process and/or source of purchase)is not a licensed use of the SOFTWARE PRODUCT. If the Sawgrass Process is not executed in compliance with this EULA, then (a) your warranty rights may be considerably limited or excluded, (b) you will find a non removable water print mark appearing on the print-out, (c) and/or the color output will be less precise.
  However, you should still able to print to the printer itself without issue; the update did not impact the functionality of the printer. Only in order to continue using our software, you must be using genuine ink cartridges. This includes the Sawgrass Print Manager, CreativeStudio, Printmate and Designmate. 

  If an issue is occuring that is impacting the use of the printer, the a support ticket can be opened, and our team will be happy to assist further. 

• Initial Complaint

  Date:03/27/2024

  Type:Product Issues
  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 bought an SG1000 Sublimation printer from Sawgrass and feel I was mislead by the advertising and description of the product. Upon using the printer for its intended purpose, I used up the ink provided. I purchased the ink they demand and found the cost to be completely unreasonable. The branded ink they supposedly require is overpriced by a lot. As with many printers I have owned throughout my life, upon looking elsewhere, alternative ink providers are available and are much more cost effective. Is it not my right as a consumer to seek out and utilize alternative ink providers?
  
  I purchased an alternative, refillable ink cartridge, compatible with the SG1000 and happily went on using the printer as intended.
  
  Now, an update was required to keep using the printer. After the update, suddenly the printer is in error state. Warranty is void comes across the printers screen. Cartridges are reading empty while full of ink. Errors in printing. Watermarks and disabled software. Non Sawgrass ink is causing this? This company is forcing the use of their ink only and if I do not comply my printer becomes useless and full of errors?
  
  Is that not a direct violation of law? Specifically - Magnuson–Moss Warranty Act?
  
  I find this whole practice of disabling and restricting my printer, which was already very expensive, extremely unethical. I intend to contact my lawyer and seek a civil lawsuit against Sawgrass. As an American, I should not be having my consumer rights violated like this. I paid a lot of money for a printer that has been deliberately disabled because I did not buy the ink Sawgrass is selling. That is fraudulent, unethical practice and I will not stand for it.

  Business Response

  Date: 03/27/2024

  The use of non-genuine ink cartridges is a violation of the End User License Agreement for our software, which was agreed to upon installation (Warranty Statement). This would mean that the warranty for the device will be considered void.
  
  I've included the specific excerpt mentioning this below:
  
  The SOFTWARE PRODUCT has been designed for the Sawgrass Process in combination with SubliJet, and optimum results will require this combination. Please also note that only the use of a Sawgrass ink is a licensed use under this EULA, always on condition that such ink has been purchased directly from Sawgrass or from one of its licensed distributors. Any other use (with regard to product, process and/or source of purchase) is not a licensed use of the SOFTWARE PRODUCT. If the Sawgrass Process is not executed in compliance with this EULA, then (a) your warranty rights may be considerably limited or excluded, (b) you will find a non removable water print mark appearing on the print-out, (c) and/or the color output will be less precise.
  
  You are still able to print to the printer itself without issue, but in order to continue using our software, you must be using genuine ink cartridges. This includes the Sawgrass Print Manager, CreativeStudio, Printmate and Designmate. 

  If an issue unrelated to this issue is displayed on the printer, then we would suggest opening a support ticket so our Sawgrass Care Team can help add guidance on any mechanical issues. 

• Initial Complaint

  Date:02/27/2024

  Type:Customer Service Issues
  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.

  The company charges you to pull photos from your own social media platforms which I only realized after 30 seconds of hitting the ok button. Since I didn’t need to pay for my own information I emailed the company to cancel immediately as it was a mistake I noticed immediately . Since than I’ve heard no reply. They have repeatedly charged my bank account monthly after numerous emails asking to stop that it was a mistake and my full intent is to not conduct any business. They provided no service to me or a product. They have been stealing money from my account against my wishes and not even a courtesy email reply. Worst is being ignored yet my money is continuously taken They just ghost you. Horrible company with no ethical practices

  Business Response

  Date: 02/27/2024

  After researching this inquiry, it was found that we never received the email in question regarding the cancellation. We also checked to ensure no requests had been made via ourself-service account maintenance options. 

  We have opened an official support ticket for the customer and have reached out as of today to assist further. 

  Customer Answer

  Date: 02/27/2024

  I am rejecting this response because:
  I have attached a screenshot of an email that is Time stamped.  You can’t just say you didn’t receive an email when I have metadata.  I also have all of the previous emails as well. What are we doing for resolution and as you can see, I have never logged into your software.  If you would like a copy of the other emails, I sent stating unauthorized charges I can send those over. Again I would like to know what the resolution is.  You cannot charge someone for some thing they did not agree to.   Also, there was a direct message sent right from your software.  
  
  
  Sincerely,
  
  
  
  Adrienna *********

  Business Response

  Date: 02/28/2024

  To clarify, the email address **************.com is not for us here at Sawgrass Technologies. 

  The proper contact email would be ****************.com. Alternatively a support ticket or live chat can be initiated from our website.

  An outbound email has been sent, and a proper support ticket has been created of 2/27 at 12:54 EST to assist further and remove any miscommunication.

  We have not yet received a reply for next steps.

  Customer Answer

  Date: 02/28/2024

   I am rejecting this response because:  the email address was from your website and no one responded.  I am asking for a 3rd time on here about my refund for unauthorized charges.  
  it’s up to your employees to respond to emails or reroute to a different department not my responsibility Can we please just complete the refund instead of making excuses?  

  
  
  
  Sincerely,
  
  
  
  Adrienna *********

  Business Response

  Date: 03/04/2024

  The customer and our team were able to make contact today 3/4/2024, and a refund has been processed accordingly.