ComplaintsforFlashForge USA, Inc

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered from Flashforge on April 6 and when my first package came, it had a large hole in it and you could see the driver pulling an item out of the bag. I wasn't home at the time but my mother was in the *** driver told her that because of the condition of the package that she could refuse it and it would get sent back to the company. Since she didn't know if anything was missing she refused it. I then contacted the company to let them know about what happened and asked if I could receive a new tracking number when my package gets redelivered. The employee I communicated with, *******, basically, just kept telling me that my packages had been delivered and then eventually just stop responding to me. I sent her the video from our doorbell camera that showed the package being refused and I asked multiple times to speak to a higher up to no response. I'm missing $106.97 worth of my items not including tax and I haven't gotten a response since April 30th. I've attached the emails as well as the receipt from my purchayes. And I have the doorbell camera footage that I can send as well, it was just too big to attatch here. If there's anything else you need from me, please let me know and thank you for your time.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  We purchased a $2,500 3D printer from this company and have had nothing but problems. In 271 days of ownership of the machine, It has only been able to be used 66 days, 20 of those days being spent in diagnostic of the machines problems. The man issue of the printer is it as false advertised as having a heater bed capable of 110C and being able to print hi temp ASA material.To date, we have had 3 heater bed failures with the heater bed replace but the manufacture / distributor is still unable to supply a heater bed to reach 110C, only 87C is realistic. Again this is false advertisement.Latest development is that this machine broke again with a different issue but Flashforge USA has placed blame on us and denied our request for replacement of the machine. They now request us to pay to have the machine sent to them for repair and charge us for those repairs and return shipping. We feel this is unfair considering all the issues and loss to our business due to its down time from being broken 210 days of the 270 days of ownership since purchase.A detailed log with dates can be made available of the machines issues and responses.

• Initial Complaint

  09/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Voxelab Aries FDM 3D Printer from FlashForge on Dec. 12, 2022 (ORDER #***********************). It has not worked since the day it arrived. As soon as I inquired about the issue, I was put in touch with customer support who I have been corresponding with back and forth for nine months. They have sent me parts that do not resolve the issue. I have followed all of their instructions each time and still the unit does not work. I have asked to speak with sales and their outsourced Support team refuses to let me speak to anyone in sales or management. They are clearly hoping I give up and just go away but I purchased this as a Christmas present for my son. I only want the unit replaced. I have the entire email thread available for review showing all the things I have tried and the multiple times I've asked to speak to someone. Please let me know, if I need to provide that.This unit has not worked since it was received. No one will discuss this with me and I cannot speak with anyone at FlashForge. This is unacceptable on any level. Thank you for your help.

  Business response

  09/11/2023

  Hello, please note we are FlashForge USA and we do not sell the product that you have issues with. Our website is www.flashforge-***.com and it is the only website we own and operate. 

  Customer response

  09/12/2023

   
  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. This was because the business this was sent to was a different business than I intended. They both have the same name - FlashForge. I will open a new complaint with the correct FlashForge.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a pack of unclog pins for $8 around 2 weeks ago and I received an order confirmation email around a week ago. It has currently been more than 10 days and the product hasn't even been shipped out yet. I tried directly messaging, emailing and calling Flashforge's support but I received no responses or answers at all. This is the worst customer service and ordering I have ever dealt with.

  Business response

  07/31/2023

  Hello,

  Thank you for bringing this to our attention.

  We just responded to your email about an hour ago. 

  As mentioned in the email, your order will be shipping within this week. The items you ordered have been on backorder.

• Initial Complaint

  04/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Thursday March 30th I made a purchase of one $259 3D printer from Flashforge. I paid via PayPal and although the money was taken from my account, I never received confirmation of the order, any update or anything of the sort. Upon looking at the order page on their website from my user login, I saw that the order still said pending payment even though I already paid and again had the money taken out of my account. I have since been trying to reach the company to little to no avail. I opened a case with PayPal to see if the seller would respond, if not, to at least get my money back. However, I managed to chat with an agent on their site on Friday March 30th who said it was a system glitch but in order to send out the order I would need to close the PayPal case and that they would send me the tracking information for the order once I did. I never received any of this and the order still says pending payment. I tried contacting customer service again to no avail. I just want my order.

  Business response

  04/04/2023

  Hello,

  Please note this order was not placed with us (Flashforge USA). We do not have any record of your transaction.

  From the screenshots provided, looks like your order was placed with Flashforge in ***** in which we are different companies.

  Customer response

  04/05/2023

   
  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

  07/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In June this year I ordered 5 rolls of FlashForge PLA Pro filament, but received an off-brand of the wrong color. Upon requesting a refund, I was instructed to provide photographic proof of the product I received, which I did. I was then instructed to mail the filament back to ** Center + ***** *** *** ***** Corner ***** Suite **** ******* ** *****. After confirming the address with ************************* I mailed the package July ******* and sent the shipping number as instructed (**********************). It was received July ******* at ******* and signed for by * ****** I have emailed ************************ multiple times since, to remind them of its delivery and of their promise to refund me (purchase and shipping cost), but now they're claiming they have not received the package.

  Business response

  08/09/2022

  Business Response /* (1000, 5, 2022/08/04) */ Please note your order was not placed with us. Our website is *********************** Please contact the seller for any issue. Consumer Response /* (2000, 7, 2022/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) My apologies, I did not mean to indict the USA branch of Flashforge. I had ordered from the ******* branch, Flashforge's direct website, and was hoping to get a resolution with them.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My ****** bought me a ********** **** *** for Christmas last year. That printer managed to work well for the first month or so, but then the light source died and could not be fixed ******* ********** We asked for a refund, and FlashForge refused (saying they only had a ** day refund winow....how ************** and tried to help us fix the printer to no avail. They sent me a replacement and that item has been even worse. The screen on the printer came completely non-functional as it wasn't even connected and was missing the parts to actually connect it (photo attached). I was able to replace the screen (no thanks to ********** who said they'd send me a new screen but never did) but then to my ****** I realized that the ***** tray was ******* everywhere. All I want is a ******* I'd be happy to send the printer back to them so that they can see how crappy it is and so it's clear that I'm not just ******* to scam anyone. The serial number on the printer is ***********. My fiance's ****** order number for the original was XXX-XXXXXXX-XXXXXXX.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/06/20) */ Please note this order was not placed with our company, ********** **** Our website is ********************** and this is the only website we operate. All orders are shipped from our warehouse here in City of Industry.

• Initial Complaint

  04/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Flashforge owns a sub-company named ******* which is the same 3d printers as *********** I believe that Flashforge is using this company as an excuse to sell below-average products, with no intention of backing their warranty. Their customer support is so inadequate. They have no understanding of their products, how to fix them, or how to remedy issues via customer support. Flashforge enables ******* to continue this practice, all Voxelab products are Flashforge products with a different name on them but Flashforge uses ********** horrific customer support to prevent refunds and remedies to their customers.

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/04/04) */ Contact Name and Title: Sales Team Contact Phone: XXXXXXXXXX Contact Email: ************************ Please note FlashForge USA does not own any other subsidiaries and brands. We operate with the brand FlashForge only. Consumer Response /* (3000, 7, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) That's a flat out lie. Seriously, what is wrong with you to submit a complete lie like that? Even on your company website you list Voxelab as your brand. ******************************************** That's completely idiotic to lie like that when refuting your claim is as simple as going to your home website. Business Response /* (4000, 9, 2022/04/11) */ Thank you for your response. Please note the differences between our website and the website you refer to. Our website is ********************** and we are putting here in writing that we do not own and operate the other website you reference to. Our corporation is located here in City of Industry, California.

• Initial Complaint

  12/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I recently made an order for the ********** Adventurer 3 Lite 3D Printer and the Flashforge ABS 0.5kg Filament Perfect for Adventurer 3, Dreamer Series Use in the color blue. (Order Details: XXXX-XX-XXXXXXXXXXXXXXXXXXXXXXXXX for my user account: ********************* There is only one tracking number, indicating that both items would be sent in the same package. However, only the printer arrived. The *** filament is not present in the package and I have not received a second package after waiting for 2 days. ****** tracking says that the package containing both items was delivered. I immediately called the phone number to ********** headquarters but the number could not get through so l emailed: *********************** to address the issue by to this day no response. ******* The next day ******* l emailed ********************** addressing the same issue. No response. The day after ******* l emailed ************************* ************************** ************************** ********************** addressing the issue once more. No response.

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2021/12/06) */ Please note your order was not placed with us. Our website is ********************** and all of our orders are shipped from California. Please contact the seller for information.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bought item from ********** and I mistakenly bought the wrong item so I sent them an email saying to cancel the order the same day on October 3rd. By the time they sent me an email back on ******* *** the item was already shipped and they apologized that they were on a ********** ********** what's even a national *********** After countless emails back and forth and nudging them I told them once I get the item I'm just going to send it back so I did on October 22nd. I provided them a tracking number and they said they would start the refund process and I've never heard back from them. I've sent two emails asking them to follow up on me on ******** *** ******** *** and I haven't gotten a response. My whole total of my order is $31.99 in the shipping cost was $11.90. The tracking number of the package is*******************

  Business response

  12/01/2021

  Business Response /* (1000, 5, 2021/11/18) */ Please provide your order number. We suspect your order was placed with a Flashforge seller in China. We are FlashForge USA located in California. You are correct there is not a holiday here in the US during that period and all orders were shipping smoothly as usual from us.

*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. ↩