SmallBizGenius Analysis

Brother receives overwhelmingly negative reviews on Trustpilot, with customers frequently citing issues with product quality and frustrating customer service experiences. While some long-time users praise Brother's printers, the majority of recent feedback indicates significant problems.

Category Breakdown

Scores based on analysis of 176 recent reviews

Product Quality

3.0/10

Many reviewers report issues with the quality and reliability of Brother printers and other devices. Common complaints include printers that stop working shortly after purchase, produce poor-quality prints, or experience frequent malfunctions. For example, one user stated their printer 'quit working after about 1 year about a total of 50 pages.'

65 reviews mention this

Customer Service

2.5/10

A significant number of reviewers express frustration with Brother's customer service. Frequent complaints include long wait times, unhelpful or uninformed support staff, and unresolved technical issues. Many users report waiting hours on the phone or via chat, only to receive inadequate assistance, as one reviewer noted a 'two hour "chat"' with 'no resolution.'

58 reviews mention this

Software and Driver Issues

3.5/10

Several reviewers mention problems related to software updates and driver compatibility. Some users report that their Brother printers stopped working after a recent operating system update, and they were unable to find updated drivers or receive adequate support from Brother. One user stated that after a 'MacBook Pro software update, everything changed for the worse.'

15 reviews mention this

Ink and Toner Issues

3.0/10

Several reviewers complain about ink and toner-related issues, including high prices, printers stopping scanning when ink is low, and printers not recognizing genuine Brother cartridges. Some customers feel that Brother's ink pricing and subscription models are exploitative. One user asked, 'Why would you stop me from scanning if I run out of ink?'

12 reviews mention this

Website and Registration Problems

4.0/10

A few reviewers mention difficulties with Brother's website, including problems registering products and accessing warranty information. Some users report that website links are broken or that they encounter errors when trying to register their devices. One reviewer described 'endless attempts to register online' and found the 'chat service for help, which is next to useless.'

10 reviews mention this

Pros & Cons

What Customers Love

Some customers have had positive experiences with specific customer service representatives. Mentioned 2x
"'Angelica was amazing she went above and beyond to get my brother printer working on my laptop. Very happy.'"
Long-time users sometimes report continued satisfaction with Brother printers. Mentioned 1x
"'Another great Printer from Brother. I've been a Brother user for years'"

Common Complaints

Printers frequently fail or produce poor-quality prints shortly after purchase. Mentioned 30x
"'It has never ever printed a decent page, the colours are awful, the worse printer EVER...'"
Customer service is often unhelpful, slow, and difficult to reach. Mentioned 25x
"'I just called customer service, (Friday 3 pm) the wait time is 2 hours. Think twice (or more times) before buying one!!'"
Software updates can render printers unusable, with no driver updates available. Mentioned 8x
"'A few days ago I got a pop up on my Windows 11 saying I had to download the new version for my Brother Computer...decided not to work'"
Ink and toner are expensive, and printers may stop scanning when ink is low. Mentioned 7x
"'Why would you stop me from scanning if I run out of ink? Stop with the subscription model and the ink prices.....'"
The website is difficult to navigate, and product registration often fails. Mentioned 5x
"'Neither website works, all I got was spinners.'"

Common Questions About Brother

Answers derived from customer review patterns

Is Brother legit and trustworthy?

Based on the Trustpilot reviews, there are serious concerns about Brother's current product quality and customer service. While Brother is a well-established brand, the overwhelmingly negative feedback suggests a decline in reliability and support. Customers frequently report issues with printers failing shortly after purchase and encountering significant difficulties resolving problems with customer service. The numerous complaints about long wait times, unhelpful support staff, and unresolved technical problems raise red flags about Brother's trustworthiness.

Based on 45 reviews

Does Brother have good customer service?

The Trustpilot reviews paint a very negative picture of Brother's customer service. Many customers report excessively long wait times to speak with a representative, often exceeding two hours. Once connected, reviewers describe the support staff as unhelpful, uninformed, or unable to resolve their issues effectively. The numerous complaints about unresolved technical problems and the need for repeated contacts suggest that Brother's customer service is currently a significant weakness.

Based on 50 reviews

Is Brother worth it for small business?

Given the predominantly negative reviews, it's difficult to recommend Brother for small businesses at this time. The frequent reports of printer malfunctions, software compatibility issues, and poor customer service raise concerns about the reliability and support that small businesses need. While some long-time users express satisfaction, the overwhelming trend suggests that Brother may not be a worthwhile investment for businesses seeking dependable printing solutions and responsive customer support. Small businesses should carefully weigh the risks before choosing Brother.

Based on 35 reviews

What is Brother's return policy like?

The provided reviews do not offer specific details about Brother's official return policy. However, the negative experiences described suggest that returns or replacements can be difficult to obtain, even for products under warranty. Several reviewers mention struggling to get their issues resolved and encountering delays or resistance when seeking replacements for defective printers. Without more concrete information, it's difficult to assess the ease or fairness of Brother's return process.

Based on 5 reviews

Why are Brother printers getting so many negative reviews?

The negative reviews appear to stem from a combination of factors, including declining product quality, software compatibility issues, and inadequate customer support. Many reviewers report that their Brother printers malfunctioned shortly after purchase or experienced persistent technical problems. The frustration is compounded by long wait times for customer service, unhelpful support staff, and difficulties obtaining resolutions or replacements. It seems that Brother is struggling to maintain its previous standards of quality and service, leading to widespread customer dissatisfaction.

Based on 20 reviews

Ready to Try Brother?

Save on your first purchase with 1 verified coupon codes.

View Coupons

Looking for Something Different?

Compare Brother against 25 similar office & equipment options.

View Alternatives