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Business Profile

3D Printers

Creality 3D

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in 3D Printers.

Complaints

Customer Complaints Summary

  • 71 total complaints in the last 3 years.
  • 25 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Date of the Transaction:March 13th Amount of Money Paid:$1,511.22 What the Business Committed to Provide:Creality sold me a machine that was covered under a full warranty. After determining that the product was defective and beyond repair on arrival, they promised to provide a return label and replace the machine. They have made this commitment twice but have failed to follow through.Nature of the Dispute:The product arrived in a non-functional state. Despite numerous attempts to resolve the issue, Creality has not honored its warranty commitment. After engaging in a back-and-forth dialogue for two weeks, they repeatedly stopped responding once it was time to send the return label. I contacted them through emails, WhatsApp messages, and Discord, with no resolution provided.Efforts to Resolve the Issue:I have made extensive attempts to resolve this directly with Creality through multiple communication channels. Each time, they assured me they would send a return label and offer a replacement. However, they ceased communication as soon as the return process was expected to proceed.Desired Resolution:I am requesting that Creality follow through on its warranty commitment by providing a return label and either replacing the defective machine or issuing a full refund

  • Initial Complaint

    Date:03/25/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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 item that i ordered on Friday 3/21, the description was misleading, The title of the Item shows that it is a Creality Hi Combo 3D printer. Add to cart item shows the same thing. Not until i received the email confirmation and i read the email, it said that it was not the Combo, but just the printer itself. i replied in 11 minutes to that email that i wanted to cancel. I also contacted their chat support under 30 minutes from ordering and they said that they have forwarded the information to stop shipment to their logistics team. i have been given the run around that it cannot be cancelled because there is already a tracking number, this was the explanation on the reply email on 3/23. I did not get a tracking number until Monday 3/24. They send me an email on 3/25 saying that its being shipped, but the tracking number for ***** still showing that Label was created and awaiting ***** pickup.I called them on the phone on 3/24 as well and was told by their customer service that they cannot cancel, even though they said that they forwarded the request to their logistics team that they were going to stop shipment. Their answer was to refuse delivery. I asked if the item required a signature and they did not give me an answer, so if im not home they can leave package and i cannot refuse delivery. I also asked if the item did get delivered and i requested a return, if i was going to be provided a shipping label or a restocking fee, the lady on the phone could not answer that and kept on telling me to just refuse delivery

  • Initial Complaint

    Date:03/24/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Seller knowingly. sells. defective product. that does not work with current versions of windows security features that allow back doors into people's computers. Sellers software does not work unless these back doors are opened, which are, in some cases, impossible to open. Seller refuses to issue a refund even after just a few days. We purchased a 3D scanner that has never worked and can never work based on required security from windows. We requested help to resolve the issue 17 times over 3 weeks with zero response We are now going to pursue further. litigation.

  • Initial Complaint

    Date:03/11/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Purchased through Crealitys online U.S. store, the printer was delivered on 02/03/2025 and arrived damaged (DOA). After a month of unsuccessful attempts to get support and multiple return requests, Creality has ignored my refund requests. I am now demanding either a prompt repair or a full refund.

  • Initial Complaint

    Date:02/21/2025

    Type:Product Issues
    Status:
    Unanswered
    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 placed an order for a 3d printer on February 10th. Order number CR1OHG97965. It arrived on the 15th i was able to print 2 things then it began malfunctioning. I messaged the company on the 16th to open a return for defect and the company responded that they needed screenshot of my order, a video of the problem, a copy of the confirmation email etc. I got all the info and sent a response that same day but it has now been 5 days and they are not responding back. I have sent 2 more messages in that time trying to get a response but the company will not respond. Their return policy says 14 day return or replacement but they are not honoring it and this printer cost $389 and simply doesn't work.

  • Initial Complaint

    Date:01/30/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 3D printer on November 20, 2024. It was shipped to my home on November 27, 2024. I purchased this product as a Christmas gift, so it was not opened until December 25, 2024. My grandson put it together, but the product did not work. I reached out to Creality, the gave an address to ship it back. I shipped the product back with a tracking number. That tracking number shows delivered to a warehouse. Then Creality stated that the package has not been delivered, and I should contact ****

  • Initial Complaint

    Date:01/27/2025

    Type:Product Issues
    Status:
    Unanswered
    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 hope this email finds you well. I am writing regarding my recent purchase of the K1C 3D Printer (Order Number: CR1DZI62291, Order Date: November 19, 2024). This printer was purchased with a two-year warranty, but unfortunately, it has become completely non-functional (bricked) within just two months of use.I have reached out multiple times through email and have only received initial responses, with no further updates or resolution provided. Given that the printer is already unusable and has failed within such a short period, I am requesting a full refund for this *********** this product is no longer functional, I feel a full refund is the most appropriate course of action. I would appreciate it if you could expedite the processing of this request, as I have not received a satisfactory solution so far.Thank you for your attention to this matter. I look forward to your prompt response.

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    In July of 2024 i bought a 3d printer from Creality and right out of the box, i had problems with the 3d printer. I contacted tech support about it, they told me to send videos of what the problem was. I did and they sent me the part to hopefully fix it and closed the ticket. Well, that didn't fix it. I emailed them again and told them, this was when it was still under warranty, and they refused to replace it. Tech support and me went back and forth with this for about 6 months. Tech support just say send video of it messing up, i did and they wouldn't do anything about it. Thier warranty was for 1 month. The morning of Christmas, I decided to just throw the printer away because it didn't work and I didn't see them replacing it. Christmas morning around 11:30am, I emailed Creality tech support and told them I threw it away cause they weren't going to help me. On December 26th at 1:30pm, i got a email from Creality tech support saying that his leader decided to make a special application to replace my 3d printer after he had read my December 25 message. Now Creality is saying it's against their policy to do that. Well, ** think the Tech support leader threw the policy out the window when he offered to replace my printer at 6 months not 1 month. The printer was $250.00, I know not much but for me, a disabled desert storm vet, money is tight. Can you help me?

  • Initial Complaint

    Date:01/07/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 high-end 3D printer from Creality, costing approximately $3,000. Since the date of purchase, the printer has never functioned correctly. Despite being under warranty, Creality has failed to resolve the issue in a reasonable timeframe, causing significant disruption to my small business.Details of the Complaint:1.Unreasonable Delays:Crealitys warranty service has been slow and inconsistent. For weeks, I have been told conflicting information regarding the availability of replacement parts. Parts are sent one at a time, often weeks apart, with no clear resolution in sight.For example, I was informed that bearingsa common and essential partare out of stock, and no alternative sourcing was offered.2.Poor Communication:Communication with Creality has been frustratingly slow. Emails often go unanswered for days or weeks, and when replies are received, they lack actionable solutions or updates on progress.3.Failure to Honor Warranty Obligations:U.S. warranty law mandates that defects must be resolved within a reasonable timeframe. Crealitys delays and inability to provide necessary parts indicate a failure to meet this legal standard.I have been patient throughout this process, but my patience is now exhausted due to the lack of meaningful progress.4.Impact on My Business:As a small business owner, I rely on this equipment for operations. The downtime caused by Crealitys failure to resolve the issue has resulted in financial losses, missed opportunities, and damage to my reputation with clients.

  • Initial Complaint

    Date:12/31/2024

    Type:Product Issues
    Status:
    Unanswered
    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 ordered a 3-D printer. It arrived damaged. The box was severely damaged and the 3-D printer had a bent part. I requested a new printer and a *** return slip to return the damaged item. Despite numerous emails and telephone calls I have been unable to resolve the situation. They have responded with emails asking me to repair the printer and several emails asking for information I had already given them (was the printer damaged, photos that had already been sent, etc). The website is ******************************

Creality 3D is NOT a BBB Accredited Business.

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