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:01/14/2025

  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 bought a 3d printer directly from flashforge website. It came damaged. I contacted them and they provided me a shipping label. Over 2 weeks went by and I heard nothing and did not receive a refund. Their phone number online is never answered and all emails write back generic one liners. I have received 4 times over a month long period that my shipment was received at the warehouse and I will receive a refund in 3 business days. I just got another email that said sorry you hd a bad experience hope you have a happy life, but no mention of how to rectify the issue. I am out $279. I have all the correspondence saved. I uploaded screen shots of the magnitude of emails sent back and forth as well as a sample of the run around they have been giving me.

• Initial Complaint

  Date:12/17/2024

  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.

  Purchased the new Adventurer 5m pro 3d printer on October 24 and have had issues since day 1. The printer freezes, the camera doesn't work, won't connect to network, host errors, and flow errors. All of which prevent the printer from working. I have been in contact with support since receiving the printer, as the issues started within the first week. Support has sent many parts to replace such as main board, multiple sensors, nozzles, frame parts, filament detector, and several more to no available. This is the worst 3d printer I have ever used and the company will do nothing more to remedy the problem other than send me parts to wastey time installing myself on a printer that has not worked correctly since day 1. I have wasted enough of my personal time and money in this piece of junk and refuse to waste any more. All I wanted was a printer that worked as advertised and have ended up wasting over $500 extra in filament and more importantly, dozens of hours of my ************ has responded to ever request so far, but simply requires more videos from me of the same problems, even though I have sent dozens. They will then say they'll send some parts for me to waste for of my personal time and effort on. I refuse to waste more time and effort installing parts on a printer that should have been working before received it. I would not buy water from this company if I was dehydrated in h*** Avoid at all costs. Buy bambu lab or any other company.

• Initial Complaint

  Date:11/25/2024

  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.

  **BBB Complaint: Flash Forge 3D Printer Warranty Issue****Complaint Summary:**I am writing to file a complaint regarding my purchase of a Flash Forge 3D Printer in August 2024. Despite the printer being under the advertised one-year warranty, Flash Forge has denied my attempts to get assistance through the warranty process.**Details of the Issue:**- **Purchase Date:** August 2024 - **Product:** Flash Forge 3D Printer - **Warranty Period:** Advertised as one year The printer began failing to operate only a few months after purchase. Upon contacting ********************************* they diagnosed the issue as potentially involving several components but could not identify the specific faulty part without systematically replacing each one. They have insisted that I purchase these components at my own expense, which I believe should be covered under the warranty.**Concerns:**1. **Warranty Denial:** Despite being within the warranty period, *********** has refused to honor their warranty, which covers defective parts for one year[1][3].2. **Service Department's Approach:** The service department's requirement for me to purchase potentially unnecessary components seems like an attempt to extract additional sales from me, rather than providing the support promised under their warranty policy.3. **Lack of Support:** This approach leaves me with a non-functional printer and no clear resolution path without incurring further costs.**Resolution Sought:**I request that Flash Forge honors their one-year warranty by identifying and replacing the faulty component(s) at no additional cost to me. Additionally, I seek an assurance that such practices will be reviewed to prevent similar issues for other customers in the future.Thank you for addressing this matter promptly. I look forward to your response and a satisfactory resolution.

• Initial Complaint

  Date:10/28/2024

  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 am a member of amazon vine program, I requested a roll of flashforge PETG 3d printing filament, i received the package and it was empty, unsealed amazon padded envelope as seen in the photos, a roll of filament is 2.2lb and of decent size so in the photos you can see Amazon's delivery photo where the package is flat and shows nothing in it, I got no where with amazon on this matter, they said it was delivered so nothing they could do, so to get a replacement I'd have to return it. But there was nothing to return? I then contacted flashforge directly to let them know about this and hopes to come to some sort of resolution, I sent an email with all photos and proof seen in my images uploaded here and got no response, so I contacted them on Instagram and got a response but after I posted my problem with photos and evidence I was ignored, it's been almost a month since the email was sent and I am just out of money as I still have to pay the tax value of an item I did not receive..I would just like my roll of filament, as an Amazon vine reviewer I take it quite serious and seeing a company just completely ignore a customer is disgusting, and on top of all this my review explaining the situation was not approved and so I cannot even leave a review showing what the company is doing to me about the product, I have no choice but to file this complaint.

• Initial Complaint

  Date:05/13/2024

  Type:Delivery 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 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

  Date:01/10/2024

  Type:Sales and Advertising 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.

  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

  Date:09/11/2023

  Type:Delivery 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 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

  Date: 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 Answer

  Date: 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

  Date:07/31/2023

  Type:Sales and Advertising 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 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

  Date: 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

  Date:04/03/2023

  Type:Delivery 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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/31/2022

  Type:Delivery 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.

  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

  Date: 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.