Consistency and follow up on planned arrangements. Failed to deliver on agreed transaction and after having drove over one hours and discussed with Peter ( installations ) who acknowledged plan , arrival and pickup times the transaction was Cancelled upon meeting at the loading dock... very Flakey , unreliable and no explanation nor apology for the inconvenience nor compensation for lost time and expense Clear Communication and agreement Made But casual disregard for others is Very Bad Characteristic of any reputable Business no matter how small nor trivial that Business attempts to paint it ...Heaven forbid any significant transaction and consequence .. Choose Better potential Customers .. Beware Peter M. Repairs and Installation 12698 Gateway Drive S. Tukwila, WA 98168 read more

USCutter - Text - Arts & Crafts Near Me - Tukwila, Washington

I'm a repeat customer and huge fan of US Cutter's PrismCut machines! The quality is excellent and they've been a workhorse for my business. However, be warned: customer service is a real issue. They do not respond to emails or support tickets submitted through their website. I wasted a week trying to get a response before learning (via chat with Jeremy) that they prioritize phone calls. You must call them to get any assistance. Also, be aware that the warranty is limited, as it doesn't cover "ordinary wear." So, don't count on much support there, especially for PrismCut machines. If you don't anticipate needing customer service or warranty support, and are looking for high-quality equipment, US Cutter is a good option. Just be prepared to call them if you need help, and have at least an hour set aside to wait for someone to answer, as the wait times are pretty lengthy. read more

I appreciate US Cutter's same-day media purchase convenience and the fact that they were one of few retailers with a BN-20A in stock. I'll be back, but there are areas for improvement: Limited stock: They lacked stands for the machines I wanted and had limited stock, especially on machines. Lack of product knowledge: The front desk failed to mention that the cutter I bought needed a separate stand, leading to a surprise upon unboxing. Lack of pricing transparency: When I checked online later, the refurbished cutter I bought was $900 while the same cutter brand new was available for $750. Purchase issues: I was overcharged by $100 for the cutter and my card was charged twice. Poor customer service: The store couldn't assist with my charge issues, and after multiple days of back-and-forth with their customer service team, I returned the product to the store but faced difficulty with the front-desk staff in getting it returned and refunded. I ended up having to drive to the store twice. The sales manager later resolved the issue and offered free shipping for another machine. Free shipping is nice, but should be offered automatically to customers that purchase in-store. Or at least offer to ship to the store free. My issue occurred the 13th and I wasn't offered a tangible remedy until the 20th when I was finally refunded. Pros: Friendly staff: Aside from the front desk, the owner and other staff was informative and helpful. Responsive sales manager: The new sales manager provided prompt assistance and ultimately issued a full refund. He's also been incredibly helpful with all future questions and assistance I've needed. Clean and organized store: The store's appearance was impressive, and they helped load the items into my car. Will ultimately be back, but wanted to share this for any interest they have in improving their customer experience. read more

Hoped on a Sales call with Austin and had an exceptional conversation. Extremely knowledgeable, helpful, and steered my in the right direction. I will 100% be shopping with US cutter in the future! read more

There is something seriously wrong when a company does such a massive price increase on an item within a 1 month timeframe. I've attached screen shots to show my order last month, vs me ordering the exact same item this month. Almost a full $20 increase for the same product.....are you serious??! Since March 2022, this item has received almost a $26 price increase. That's insane. We ship large packages daily. So we understand that shipping gets expensive; however, shipping carriers did price increases back in April. Not within the last 30 days. Why have you increased shipping by an additional $2 if you have increased the product by $26 over a 9 month period.....? Bad business practices, quite honestly. read more

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I bought my sublimation printer from them a couple years ago. Since then I have reordered ink multiple times and never had a problem and always had fast shipping. This time I ordered inks again (77.00 each) but accidentally ordered for the SG400 instead of the SG500. I called within 2 days of receiving them and asked if I could exchange them for the right ones. The woman told me very matter of factly that they don't take returns on ink, but even if I could get an exception, I would pay the shipping plus a 20% restocking fee. Literally not worth my time and money to send it back at half price. I understand it was my error initially, but to have zero leeway for a multi-time customer and to have no understanding from the customer service person is a horrible way to do business. I'm eating the cost and have now ordered from a different company. Treat loyal customers right or you won't have them soon. read more

I've always had a really good experience with US Cutter, even from before they moved from Redmond. Their new location is very nice! I would recommend locals to try and check it out in person. I've talked my head off with Mike, pretty much bringing up every situation I've had over the past few years and he was able to teach me so much about these machines and the material that goes with it. I also got to work with Smith and Tava recently and they were so helpful when I was navigating the new Tukwila location. Smith was helping me locate an item and Tava helped check that I got the right material with the right price. The level of support I received from then over the phone has been really outstanding too. Inventory is always on the dot and they are very accommodating to my needs. It's nice to know businesses like this exist, and I appreciate everything they've done to help me and other locals. Thank you US CUTTER WA! read more

By far some of the best customer service I've experienced in years!! Mike was so helpful in answering all of my questions, he even took the time to give a hands-on tutorial. The product they have in store is great and the knowledge is impeccable! Came back a second time asking about a service they weren't able to provide, however, Mike was gracious enough to recommend other companies who could help me. Definitely recommend this company! read more

I received the best customer service I have ever received from any company. Monica was not only fully attentive but took the time to go into my background with US Cutter 7 years ago. She found the answers and sent me links to quickly take care of my dilemma. Thank you Monica and US Cutter. Jim/Aim Office read more

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. read more

These people are horrible. I kept trying to obtain support for a $500 cutter and kept being hanged up on. I called back and got the answering machine every time. If you are looking for headaches while trying to make their crap work then go for it. Do not recommend!!! read more

Mike at the front desk is the best! He is super helpful and knows his trade. The prices are great too. I would recommend US Cutter to anyone in the printing or t-shirt business. read more

Honestly, don't buy!!! Seriously, trying to save you from the headaches. Customer service is horrible, late response to issues, only to give no help. You're better off just reading and troubleshooting any issues you have, correcting them yourself. And trust me, you will have issues!!!! read more

Unfortunately I have had to use their plotters for years and I can say without hesitation -- DO NOT PURCHASE US CUTTER PRODUCTS unless you are confident you can troubleshoot and repair the machine yourself. Absolutely horrendous company. Visit the US cutter forums and you'll get a feel for how shoddy their products are and how non-existent their customer service is. Should you ever call customer service you will likely never get through to an actual person but be prompted to leave a call back number but the call back will never come. They also have an F rating with the Better Business Bureau. read more

Wish I'd read reviews before ordering. I placed a small order just to try them out. 2 feet of turquoise oracal, 2 feet of mint. I got no confirmation email, nothing. I had to log in to see if my order went through, was shipped, etc. IT arrived today. I open package and find navy and mint. Both sheets trashed- creased so bad they are almost torn. This should never have been sent out. And it's not from shipping, as the box was fine and not smashed at all, so they sent it already in this condition. I've submitted a ticket for a refund. Not holding my breath. It's not much money (the shipping cost more than the product), but I'll be damned if I'm going to pay for someone else's garbage. i will file a dispute with my credit card if needed. Glad I did a test order and not a full one. They should be embarrassed. read more

USCutter - I ordered Turquoise and Mint. This is what I got. Navy and Mint. Totally trashed. There's their sticker! - Arts & Crafts Near Me - Tukwila, Washington

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I was here today and a very nice, professional, knowledgeable, and fun guy named Michael helped me! He was excellent! He did also mention that they've been doing everything they can to improve customer service as they just opened this retail option a year ago and had no idea what they were doing. Im here to tell you I just ordered quite a few different items. They had really everything I needed at a real fair price. I was actually expecting things to cost more. Anyway, I had a million questions and Mike had an answer for all of them! He even offered a tutorial on how to do things but I didn't have time. When I got on yelp to tell everyone how happy I am i was quite surprised to see lower ratings. I think the improvements they've made to customer service have been great and I think you'll think so too! Keep up the good work US Cutter, and thank you!!! read more

So helpful and informative!! Love the new location in Tukwilla too! Everything I know about vinyl I've learned from US Cutter.

Placed a will call order and paid for it . Wasn't notified until I arrived that they did not have all my materials. They then ask if I'm okay with the part that is out of stock being shipped and I agree. Two weeks later I call to ask if they're ready and they tell me yes . I drive an hour to pick them up and THEY WERE STILL NOT THERE read more

Worst customer service. None of the 3 departments knew how to answer our questions. Over an hour on the phone to just be told warranty begins from original purchase date, not from the replacement date. Both vinyl cutters have had the same motherboard chip error within 2 years. They offer little to no support besides trialing new parts that don't work, but no other solutions. When asked to upgrade to a new machine, I was bounced around to multiple service/support agents to be told we would have to pay full price for any new machine or upgrades. Have lost all faith in the company and will not be purchasing anything further from you. read more

so i sent about $40,000 on my new printer, lambanator, and plotter i've spent 3 years faithfully paying my $1000 dollar a month payments With no and i mean no support from US CUTTER, HP LATEX 360, OR GRAPHTEC, out of three years ive probably had one good month to where all three machines are running. Trying to get someone out to help is non existent. had warranty work on the printer numerous times its out of warranty now and im scared!!!! never even use the plotter and already had to replace the mother board!!!!! Ill take this review down as soon as i get some support from one of these companies read more

Don't even try to do business with these incompetent people, not worth the headache or wasted time involved in dealing with them. Have yet to meet one person that knows left from right. read more

Needed to grab a roll of Holographic vinyl very promptly and very early in the morning. Amidst all the chaos of the morning Matt from USCutter was extremely helpful and got me everything I needed to complete my work for the day. I appreciate you and your company!! read more

Sent me the wrong product and refused to make it right. I've been a customer for a decade, not anymore.

Horrible customer service terrible product. Order a vinyl cutter a month ago, received 2 defective cutters. Customer service makes you wait 40 minutes being first in line. Wanting to charge restocking fees and shipping when asking for a return on the second time around after 1 RMA. Do not do business with this company. They will try to swindle you out of your money. read more

I am local small business in Redmond and have been a loyal customer for over two years even though online competitors were less. When I first started out, the customer service was fantastic....they were knowledgeable and took the time to to explain different product and services. Will call was great - efficient and always right and even willing to bend the "2 hour" window now and again. I am not sure what has happened internally to shift from the above, but I am super disappointed that in all levels of service in the past couple of months. I am a small business with a total spend with of just under 7k...perhaps that is not enough to garner their attention when issues have presented. I will take my business to a larger online competitor I guess - at least then the lack of customer service will be met with a better price....Its a shame to see local small businesses treated this way. read more

Customer service is outsourced to India. They couldn't provide any info on my order that I couldn't have found online. They laughed at my grievance and refused to help me. I asked for options to return or refund and was refused that as well. read more

We purchased a Titan 3 t-shirt cutter from them we made only 25 t-shirts before the machine broke. Machine malfunctions and they are not willing to warranty the product only to give us complicated phone support be very careful when buying anything from them they do not stand by their products. Also pay attention to their very specific return policy and warranty information because again they're not customer-focused. read more

I bought a NEW Cutter from them at full price and they shipped me a USED one. I sent them pictures of the used Cutter and I wanted to change or return knowing that was a fair thing to do. They told me they will charge me 20% and shipping to return and exchange. The 20% and shipping came out to be over 120$ for a 300$ item. They admitted the fact that it was used and had cosmetic damage yet did not take any responsibility. I'm very disappointed and angry that after all the money I spent this is the service I got. here is a copy of their last email ((("The minor cosmetic damage will not effect the operation of the machine.")) now I'm stuck with a used Cutter that they said has only 90 day warranty. Most if not all companies that sell NEW product give you 1 year. This was my 2nd cutter and many accessories over the last 7 or 8 years and now I will never buy anything from them ever again. F--------- read more

the worst customer service I have dealt with EVER. Bill completely sounds like he doesnt want to work there and gives me attitude the entire phone call. I purchased something from them and I will never purchase anything from UScutter again. my purchase was supposed to include software, it did for a few months the the registered key failed. I attempted to call to get this resolved and I was told I needed to buy new software again (60 dollars) after I just spent 800 dollars. IF YOU WANT ANYTHING THIS COMPANY SELLS I SERIOUSLY SUGGEST GOING ANYWHERE ELSE AND NOT HERE read more

I'm extremely unhappy with US Cutter and their customer service. My last order was made on May 19 and was held up for some reason unknown to me. The expected delivery date came and went with no delivery, so I called them to get it straightened out. They offered to ship the items to me next day delivery free of charge to make up for their mistake, expect that now the 29.5" x 10 yard roll of Siser Colorprint Soft Opaque was now out of stock. So I pay the difference to get the 25 yard roll, and they agree to ship it next day as well. The next day (Saturday) comes around with no delivery as promised. Finally, on Tuesday I get a (partial) delivery. Wednesday, I receive the remainder, and guess what, they sent the wrong product. Now I have to call back (this time spending over an hour on the phone with them while being put on hold over and over so they can work the issue out) and request that they send the correct item. They tell me that it is now out of stock! So I request that they substitute an equivalent roll of the PU. They agree, but tell me that I owe them another $130-some dollars! WTH??? To top it off I tell the guy I'm done, I will never buy from US Cutter again, to send me a return via email, and guess what? I haven't received one. So I guess my journey with these jokers is not over yet, I am going to have to play the phone hold game once again. Thirteen days later and the issue is still not resolved. Just thought I'd share my experience to hopefully help someone else from making the same mistake. Will be sharing my experience elsewhere as well. Update: I received an email on 6/1 from Matt Linn, USCutter Support Supervisor, letting me know that I had been given "options" and that they didn't do Saturday deliveries... this is all contraditory to what I had been told previously, I interpreted his email as saying that he is right, I am wrong... he also informed me in the email that RMA's were processed in 24-48 hours and that I should have it by Friday. It is 5:00 ET on Monday, I still don't have an RMA, I had to call back and play the waiting game, AGAIN, at least the fella on the phone was able to get it processed while I waited on the phone, gee thanks, I hope my refund is processed faster and more accurately than my order, this is my last time purchasing from USCutter. read more

Boy, I wish I had read the reviews before placing an order with this "company". Absolutely the worst company I have ever dealt with, hands down. Cost me lost business. Turn and run! read more

They refused to give me what I paid for. I'm absolutely stunned that USCutter - or any company, for that matter - would refuse to give a customer the items they had paid for and in lieu of that, give them a refund. But that is what happened. For an order of about a dozen vinyl rolls, they failed to include one of the colors I ordered. After calling their help line and getting hung up on more than 4-5 times (their voice mail system is brutal and if you choose to try to speak to a human, it will ring until the cows come home) I finally submitted a ticket online. It took them 3 days to get back to me only for them to inform me they were closing the ticket with no resolution and I would need to go to my order page and hit the returns button from there. I wrote back and told them I didn't want to return anything, just get the vinyl that was missing or a credit to my account and their response 2 days later was 'no, we won't be doing that.' So, no vinyl, no money back, no credit to my account. I ordered several rolls of vinyl and the vinyl arrived already cut. It was as if they had sold me scraps. For example, with several multiple yard rolls, the vinyl was cut into 1 yard pieces. That seriously cuts down on how much vinyl I can actually use. I won't be doing business here again and my recommendation has to be take a hard pass on this company. There are some really wonderful companies out there in this space who will stand by their products, but this isn't one of them. read more

Uscutters has the lowest prices on heat transfer vinyl that I could find. I ordered on a Sunday and received it the following Tuesday. No, I did not pay for 2 day shipping. They were super fast and very attentive to my order. They also offer 20" vinyl by the foot, you don't have to buy a yard or more to get a great price. The heat transfer vinyl is very high quality and easy to work with. I do custom orders for all sorts of things and I will order all of my vinyl from them from now on. read more

I've been using is utter for a couple of years now. I have purchased 2 cutters, heat presses, as well as a ton of vinyl. These other reviewers are full of it. They have always stood behind their products and honored warranties with me. Their customer service is not outsourced, I can't believe that person even wrote that. Every time I have called, I have spoken to an AMERICAN. I have even had the pleasure of speaking with Karl for sales/support issues. Most likely those leaving reviews ordered a cheap cutter and have no idea what they are doing, so they blame the company. They probably saw some "stickers" at a flea market and thought they could become the next Bill Gates. read more

Their customer service or willingness to help you is non existing. They refer you to their website for support and voids your request before even helping you. I have already, before all this happened, referred someone to this company and pray they get better assistance than I did. I will not refer anyone else. read more

us cutter is not a professional business. Most of theri machine arrive broken. they have some know issue with some models but do not let the client know. after purchase if you need to return the machine because it is not working properly they will make you wait for hours on the phone to finally say you can return it but with a 20% restocking fee! if you want to exchange they won,t cover express shipping for you and make you wait a full week...because of course the first broken machine has to be return first. I order twice with them got two nonfunctional machine! cost me 200$ plus a very high long distance bill! please be careful and choose an other companies. they are many out their. read more

Horrible horrible Customer service! I DO NOT RECOMMEND ordering from this company , find a different supplier. My mom ordered fabric for her embroidery business last week and she got a notification that the package had been delivered but she never received it. She called the customer service rep department and was told there would be an investigation with the carrier which was UPS , they did not offer her a refund or a credit or anything .. desperately needing the fabric, she ordered again which I wish she had spoke to me first but you know how stubborn parents are , hopefully she gets her package this time. However they offered her no solution besides an " investigation" which can take how long and who's to say they really " investigate" in the first place. My mom then took out a police report on ups since they were the carrier and she reported the package stolen, not sure how they will handle that. Next we will have to call ups and file a complaint. I called today to inquire about protocol when a customer orders and never receives the package , so they just don't get their money back? And get told there will be an investigation ( of course the person responsible for delivery is not gonna admit any wrong doing) so what's the point! .. the rep told me the same bs the previous one told my mom , he hasn't seen any update in the system yet ... yeah I bet! ...when I asked to speak to a manager bcus I'm confused how this became the customers fault , he got silent and told me to hold and I heard computer typing , then he says he has issues with the phone lines and will have a manager give me a call back! Liar! Never again .. horrible service .. now we are going to dispute the charge with the bank and report it as fraud bcus that's what this company is FRAUD! read more

The customer support and tech-support line is extremely poor. On one ever picks up the phone...liker never...not sure why they have a number. The claim to have live chat on their site...but they dont. good...ish hardware. HORRIBLE PHONE CUSTOMER SERVICE AN SUPPORT read more

I ordered a brand new heat press from US Cutter. After a month and a half of use it stopped working. I tried things to make it work, finally 2 weeks later, August 12, 2015 I filed an online tech support ticket, nd there was no reply. I called August 18, 19 and 26, on August 26, they offered me to process a return. I waited a long time for the RMA, as I also emailed telling my story asking for a solution to my broken heatpress problem. Finally I called back September 14 and again September 17, 2015 before they sent me the RMA. I returned the Heatpress September 30, they paid for super slow shipping and they admit they received the HeatPress October 6. On October 7, 2015 I called. They admitted they received the HeatPress, and they were gonna make sure one was shipped out THAT DAY. I called again today October 12, 2015, twice. The first person told me he would find out what's going on with my HeatPress and call me back, he never did. I called back 4 hours later, and the second person told me that they were out of stock with the HeatPress, I ordered, and he offered me a smaller HeatPress. This company's LACK of customer service is baffling to me. I cant believe that a company with a 20 minute customer service hold, that makes you call multiple times for the same issue and they refuse to do the right thing by their customers is still in business. read more

I placed an order and 1 of my items was duplicated AFTER I confirmed my payment. I was overcharged for an extra roll of vinyl. They say they usually ship within 15 minutes of an order being placed so if you need to change any part of your order you have a short time to do it. I placed mine in the middle of the night and my order didn't ship for another 7-8 hours. I let them know within minutes of my order being placed that the duplication was made. I did get a response from their customer service via email after my order was shipped. US Cutter has TERRIBLE customer service!! The WORST I have ever dealt with!!! I served 20 years in the Navy and retired in 2004 and I have not raised my voice in over 10 years!!! This rep had me boiling!!! I have NEVER had a customer service rep yell and argue with me the way he did. I escalated to his supervisor who wasn't much help either. I was told they would send me an RMA for the extra roll that they shipped and would not have to pay a 20% restocking fee. I told them to send me an RMA for the entire order and was told if I did that they would charge me the restocking fee. DON'T DO BUSINESS WITH THEM!!!!!!!! read more