ComplaintsforOsh Cut

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently tried using OshCut after spending the past 3 years using another online laser cutting company. I thought it might be worth trying them since they offer laser tube cutting as well. I spent $447.28 with this company and after a couple weeks I received my order. As soon as I opened the packages, I realized the laser cut parts are not usable. They had run each part through a machine that completely destroyed the surface, creating a non-uniform surface finish and uneven scratches and grain throughout both sides of the panels. I contacted them immediately and was told that I opted for deburring, which I did not. Then I was told it is automatically applied and that I need to opt out of it. OshCut website says the deburring is optional. Why is it automatically selected then? It should be stated that deburring is automatically applied and that to avoid this process is optional. Deburring laser cut sheetmetal panels makes no sense, because fiber lasers when used properly do not require any deburring. Even if I opted for the “deburring”, the poor quality that I received makes these panels useless. It should be a uniform, linear grain as described on their website. OshCut uses a Timesavers and an ARKU for their deburring process. I’ve reached out to both these companies with pictures showing the panels I received from OshCut. Both companies confirmed that these results indicated that the machines were not setup properly and the surface finish should be uniform and straight. Not uneven and wavy like the panels I received. OshCut told me that the panels I received meet their quality standards, but this is not consistent with what they have mentioned on their website. I understand that things like this happen but they would not stand behind their work so here I am. The only offered to recut the panels at a discounted rate plus the $90 in shipping I already paid. I told them I would pay for shipping if they would recut these panels but they declined.

  Business response

  03/20/2024

  We apologize for the confusion.  We try to communicate clearly so that customers understand what they will be getting.  In this particular case, our system notified the customer in four separate places that his parts would be deburred (see the attachments): in the shopping cart on each part, in the part edit view, on the final order submission page, and on the order confirmation page itself.  We regret that four different locations weren't enough.  While we ordinarily jump at the chance to resolve customer concerns, it appears that in this particular case our team responded negatively to verbal vitriol and threats, and so opted against refunding the customer.  I personally agree with that decision.  Nevertheless, I'll initiate a refund, hoping that the customer will have better luck elsewhere in the future.

  Customer response

  03/22/2024

  
  Complaint: ********
  
  I am rejecting this response because it is not factual. I am only responding to this matter which has been resolved because of the accusations made against me.  First of all, I made no threats of any kind and it’s highly unprofessional and wrong for a business to make these claims. I reviewed each email I exchanged with this company and there is absolutely no threats or anything that could be perceived as a threat. I initially called because what I received was poor quality. I was told they would speak with the owner and email me back with their response. I emailed pictures of the panels I received, hoping to show them why I was unhappy with the pieces I received. They simply responded back saying that there was nothing wrong with the panels and there was nothing they could do. I replied explaining my frustration and displeasure but at no point was I rude nor did I make any threats. I do understand mistakes happen and I still wanted to find a fair resolution so that I could continue to work with this company on future projects. However, we could not see eye to eye but there was never any threats made, by either side. I’m shocked and disgusted that they would make these accusations. 
  

  As far as the deburring goes… Even if I did select to have deburring performed on the panels, the quality of “deburring” performed on the panels I received does not meet industry standards. This is according the manufacturers of the deburring machines that this company uses. Regardless, laser cut mild steel sheetmetal does not require this service if cut properly, so forgive me for being confused as to why it is automatically implemented. I will take the blame and say it my fault that I did not see that I needed to opt out of the deburring, but this does not excuse the poor quality of panels that this company sent me. 

  Thank you

   

   

   

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