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Business Profile

Carbon Products

Bambu Lab USA Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 91 total complaints in the last 3 years.
  • 62 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:04/16/2025

    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.
    Ordered a Bambu P1S with the AMS 2 Pro box. Absolutely SERO COMMUNICATION was given that due to their inventory issues that the AMS 2 Pro and X/P series printers will be able to be used right away as the accessory kit that provides the necessary equipment WILL NOT SHIP if one piece of that kit (in this case the power adapter for the drying function that isnt available yet) is missing even if its a non-essential piece. Meaning TONS of customers got their new AMS 2 Pro and X/P series printers with absolutely no way to use either of them together. The necessary Hub or Buffer isnt available anywhere else EXCEPT Bambu themselves. The AMS 2 Pro was clearly designed for the H2D that they made backwards compatible with the X/P series printers but its done in a way that its just an afterthought. Whoever designed it this way is an absolute nut job of a designer. This is one of the reasons Bambu is currently getting lapped by their competition. I also ordered an AnyCubic Kobra S1 and that came in 2 weeks early and there were SEVERAL emails communicating this from AnyCubic, automated yes, but still something. Imagine getting your $1200 shipment from Bambu with NO WAY TO USE YOUR PRODUCTS. This is sloppy at best, the H2D MIGHT be a decent machine but the launch of it was handled so poorly and that AMS 2 Pro launch is even worse. Do better, design with all your printers in mind ESPECIALLY SINCE MOST OF THE PEOPLE THAT OWN YOUR PRINTERS ARE X OR P SERIES OWNERS..

  • Initial Complaint

    Date:04/10/2025

    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.
    On 2/25/25 I purchased a Bambu Labs P1S 3D printer. I received such printer on 2/28/25 but upon discovery I did notice that there was some apparent use/damage to the door handle. I contacted the company and was told to "print another one" (which I did do). In working with this printer, I encountered many issues over and over and on 4/2/25 I received an "extruder error". I reached out after going through hours of tutorials on how to diagnose/fix the problem and recieved a response requesting the same information that was provided in the support ticket already. I explained I had already supplied this information and yet my reply was met with more requests for the same information and retroactive pictures. I requested repeatedly for a replacement part- to no avail... With the help and support of ******** groups I was able to get the part barely moving and on 4/6/25 after realizing that Bambu Labs would not support my issue logically- I paid for a replacement extruder gear and gearbox. On 4/10/25 I then discovered the Toolhead Part Fan was not functioning (which FB people told me that was likely the cause of the extruder fail as well) I reached out again to the same ridiculous repetitive questions of which had already been provided multiple times in current and past tickets. They just keep pretending they dont have the info even though its right there clearly in english. My second issue is that there was a promotional item promised with the purchase of 4 rolls of filament that was not honored repeatedly. I purchased multiple rolls over the last 4 weeks and have yet to receive any item promised. I reached out repeatedly and I was responded to by "I am not aware of any promotion promising a filament swatch" even though it was clearly shown on their own shop page (I have multiple screenshots- and also a screenshot from the checkout page promising these items).

  • Initial Complaint

    Date:04/08/2025

    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.
    They are charging $999 for a combo printer deal, I have paid ******** plus tax and shipping and they still wont send the last piece and now are requiring additional money before they send it.Scam

  • Initial Complaint

    Date:03/24/2025

    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.
    Undelivered Products and Bambu Lab's Delaying Responses Complaint Details:Complainant Name: Emre Balsever Issue: Undelivered Products and Insufficient Customer Support Order Number: ******************** Seller: Bambu Lab Order Date: 06.03.2025 Total Amount Paid: $1,799.12 USD Products: Bambu Lab A1 Combo Description:I placed an order for the Bambu Lab A1 Combo products on 06.03.2025, and I paid a total of $1,799.12 USD. However, my products have not been delivered. The shipping company, *****, delivered the products to an unknown location instead of my correct address, and the delivery photo shows a place that is not related to my home in any way.When I reported the issue to Bambu Lab, I received no tangible solution and have been continuously delayed. The company instructed me to contact ***** to resolve the issue, but I already made the payment, and I have not received my products. This is unacceptable, and Bambu Lab is not fulfilling its ***************** Expectations:Immediate delivery of the products to the correct address or Full refund of the payment

  • Initial Complaint

    Date:03/05/2025

    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.
    Constant shipping with poor packaging, causing damage to contents. Additionally, it is extremely hard to get a live person in their support department. Even after doing so, they just ignore the problem and it continues to happen.I have had several orders with them, and their shipping send these without packing them properly. Oversized box with heavy contents on the inside that does NOT fill the box, and instead of putting air pillows in the box they leave it open. By the time the box gets delivered to the destination the contents have been tumbled around many, many times....and end up damaged.Additionally, they have started using plastic bags. These plastic bags offer no protection on the item being shipped.Bambu Lab has no method in place to actually return something. I just received a partial order that was sent in a plastic bag. The contents are damaged. Bambu Lab has already sucked my money for this product, and I have no method to get it back.I want an immediate full refund.

  • Initial Complaint

    Date:02/28/2025

    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 made a purchase, order number below, in the amount of $251.56. I cancelled the purchase two hours later and the company informed me that the refund was issued immediately. This morning at 10am I contacted my bank and there is no refund pending. I contacted Bambu and they said they released the money, so I contacted my bank again and the bank (Wisely is the name) again said no, they have not received anything. Ive gone back and forth five different times and they still say they refunded it. One person I spoke to at Bambu was ****** *****, and she said that they released the money and there was nothing they could do. She was unprofessional about it too. I just want my money refunded. All I want is to buy a better model of printer from them because I chose the wrong one thinking that it had a feature that it does not.

  • Initial Complaint

    Date:01/30/2025

    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 with Bambu for 4 PLAs, PEI plate with Glue, and A1 mini printer on Dec 21st, 2024. I received most of the product on December 27th, 28th, and finally the bambu printer on the 23rd of January. During which time Bambu released a new terms of service including a firmware update that restricted some of the uses on January 17th. I messaged Bambu with wanting to process a return because I do not agree with the new terms of service on January 21st. Bambu responded with these updates were only optional and would charge me fees to return the products which I did not agree to since this was not part of the terms of service when I purchased it and because I would not be able to update the firmware, my printer would essentially be bricked. In addition, I have sent messages since then up until the 26th of January with to return said items with no response. I want all of my money back and ship all of the products with no fees since the terms of services changed.

  • Initial Complaint

    Date:01/24/2025

    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 a Bambu Labs A1 mini combo for my son for Christmas. Upon opening the package, the device is broken. The housing is cracked a chunk of it is attached (will not even come off) to the other part. Have been trying for a month to get a replacement for the entire part that is broken & have provided many photos. Nobody from the company will engage in a conversation about what is missing. I submit tickets and feedback online. They will only respond via email 1x/week and do not respond to the issue at hand. I have responded to them immediately and cannot get anyone to talk to me. They sent me part of what is broken saying I need to take everything apart and reassemble it myself (which includes messing with the circuit board and wiring and the part that is broken off of the housing doesn't come off and the top part can't be attached to a new housing anyway). I indicated that we want what we purchased to begin with and supposed to receive intact to begin with no response. I have tried to do their online chat. I talked to a man and he refused to help and instead put crying emojis into the chat when I expressed my frustration and asked to physically speak to a manager. Because they are taking weeks and weeks to respond we cannot return the machine any longer and are now out over $400.

  • Initial Complaint

    Date:01/23/2025

    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 have been going back and forth with this company. They did not fill the order as explained in the invoice. I got the machine, but not what was included. I have been going back and forth through email. There is no number to talk with anyone! I want what is owed to me.

  • Initial Complaint

    Date:01/23/2025

    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.
    To whom it may concern:I made a purchase from Bambu Lab on 12/24/2024 and containing several spools of 3D printing filament and accessories. The order was delivered via *** on 1/2/2025. The 3D printing filament and accessories are advertised to be compatible with third party 3D slicing software to send print jobs to Bambu Lab 3D printers including the Bambu Lab P1S which I own. Bambu Lab names Orca Slicer as a compatible piece of software, which is the software that I personally use. With the newest update to the Bambu Lab P1S printer firmware, I have found that I am no longer able to send print jobs to my Bambu Lab P1S 3D printer using Orca Slicer. Bambu Lab has also cited this in their blog post dated 1/16/2025. This functionality was central to my decision to purchase 3D printing filament and accessories from Bambu Lab and to continue to use a Bambu Lab P1S 3D printer. This advertised functionality has now been removed, which I have found first hand.I contacted Bambu Lab via online support ticket requesting to initiate a return of the filament and accessories citing the reasons above. Bambu Lab sent me a response that does not address my return request, and they have not responded to further inquiry. I also attempted to contact Bambu Lab via the live online chat during posted service hours (9 AM to 9 PM UTC +8 M-F, 9 AM to 6 PM UTC +8 weekends), but each time that I attempt to use the chat I send a message I am disconnected.I am requesting a refund of the purchase price for the 3D printing filament, accessories, and shipping pending my return of the items. I have also opened a dispute on the transaction with ****** outlining the information above. I appreciate any mediation that BBB can provide.Please let me know if you need more information.Thank you **** B. ******

Bambu Lab USA Inc. is NOT a BBB Accredited Business.

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