ComplaintsforGlowforge

• Initial Complaint

  08/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Request #****** I reached out to Glowforge Support on August 5th due to my machine not printing and being stuck in an error mode. I found that their support overall lacked business hours for consumers to receive assistance and troubleshoot. They refused to call me when I was home to walk through the steps. They also refused to do any troubleshooting or diagnostics from their end. Ultimately I feel that coming to a resolution in 3 days that my machine needed to be replaced with little to no troubleshooting is unacceptable. This machine is was over a $6K investment and sending photos and trying to disconnect one piece of the equipment does not equate to proper troubleshooting. I feel that this company chooses to leave their consumer at arms length and justifies the purchase of a refurbished machine rather quickly. I am seeking better customer service, support, and resolution that wouldn't cost me almost another $2k to resolve this.

  Business response

  08/29/2024

  We are working with the customer to resolve this matter and we will continue to support them in the future.

• Initial Complaint

  08/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Aug of 2020 I purchased my first Glowforge pro paying $5,948.35 USD. From that date to today I have had four machines in total, making that the average lifespan of the machine of only one year. I did pay for my third machine a total of $1,217.82 USD. This machine did not make it a full year before it broke down. And Glowforge is charging $1600 to send me another refurbished unit. This with all my material that has gone to waste and parts needed. I have lost over $8-$9000 dollars. I understand machines need maintenance and will break down, but for a piece of equipment that is $6000 these machines should last longer.

  Business response

  08/20/2024

  We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty.
  
  

  Customer response

  08/20/2024

   
  Complaint: 22167544
  
  I am rejecting this response because: ************** are faulty and are not made to last. I understand the company has given me an option, not a solution. Spending more money to get a 5th machine within only a 4 yr period is not right.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The machine is based on an online "as a service" application. You cannot use the machine without access to this app. The new "Terms of Service" looks to force the end user to agree to "not" participate in Class Action Suits and give up the rights to their own creations in order to regain access to the App. This renders a machine that costs thousands useless and hold businesses hostage unless they agree to the new, unannounced terms.

  Business response

  08/12/2024

  We are working with the customer and  awaiting a response to resolve this matter. We will remain available to support them in the future.

  Customer response

  08/26/2024

  The company has made no attempt to reach out to me regarding this issue.The only communications have been with the support team due to the constant failings of this machine. This is not resolved.

  Business response

  08/27/2024

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

• Initial Complaint

  07/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the glowforge laser at the beginning of the year and have been talking to tech support since. They will not let me return, nor send me new equipment. I keep getting the response, try this 1st...have lost my customers. I have seen class action talk from other customers but no way to contact them.

  Business response

  07/30/2024

  We are working with the customer to resolve this matter and we will remain available to support them in the future.

• Initial Complaint

  07/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I ordered a Glowforge spark from this company and the first machine I received was defective. I was On the phone with tech-support two different times totaling 4 1/2 hours. They decided that I had a defective machine and I needed to return it. So I returned it. I received my replacement machine on July 19 24 and this machine did not come with A Power cord, materials, Just the machine and the vent hose. I originally ordered my first machine on June 24, 2024. This has been going on Almost one month now. Today, I am fed up with this company. Today when I spoke to them, they told me that They will not give you a refund on the glow Forge spark or aura. I have a small business and I try to help Make ends meet. I am 73 years old and do vendor Event, sometimes, this is why I was going to use this machine. Please help me. I would like to ask to get a refund on this machine so I can get another type of machine from another company. I paid with third party AFFIRM.I just wish I have done more research on this matter. I am not the first person that has a problem with these machines. If you will check on ************** page or Glow forge, spark.

  Business response

  07/23/2024

  We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty

  Customer response

  07/23/2024

   
  Complaint: 22019263
  
  I am rejecting this response because: I have not heard from the Company Glowforge. They have not offered me anything.  I have waited for over a month and I think it is long enough to deal with this.  I want a refund due to a defective machine, then the replacement was sent with no cord or materials.  I have a small business and I wouldnt have ordered this machine if I  wanted to deal with this for over a month. 
  
  Sincerely,
  
  *************************

  Business response

  08/05/2024

  Glowforge has processed the agreed-upon refund for the customer as promised. We have completed the necessary steps to initiate this refund and have notified the third-party payment issuer involved in this transaction.
  

  It is important to note that once the refund process is initiated by Glowforge and handed over to the third-party payment administrator, the exact timing and execution of the refunds issuance falls outside of Glowforges direct control or visibility. This means that we are unable to provide a precise expectation date for when the refund will be reflected in the customers account.

  
  

  Customer response

  08/08/2024

   
  Thank you so much.  Glowforge issued me a refund of $587.  But I paid $740. I paid a down payment of $50 and then affirm took out my first payment of $40. Then glowforge charged me $79 more for restocking fee and shipping fee. Which it was not my fault that both machines they sent me was defective machines. 
  Thank you for your help in this matter
  *************************
  

  
  

   

  Business response

  08/08/2024

  Glowforge has processed the agreed-upon refund for the customer as promised. We have completed the necessary steps to initiate this refund and have notified the third-party payment issuer involved in this transaction.

  It is important to note that once the refund process is initiated by Glowforge and handed over to the third-party payment administrator, the exact timing and execution of the refunds issuance falls outside of Glowforges direct control or visibility. This means that we are unable to provide a precise expectation date for when the refund will be reflected in the customers account.

   

   

  Customer response

  08/10/2024

   
  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Price 5,995.I purchased a Glowforge laser machine and have encountered numerous issues since acquiring it. Despite contacting customer service multiple times, I have not received satisfactory assistance. Recently, I purchased a replacement carriage tray, which includes a fan, and installed it in my machine. However, I have been experiencing more issues than before, including a persistent fan error. Given the significant investment I made, I expect a fully functional laser machine. Unfortunately, my Glowforge rarely works as intended. The customer service team has been unhelpful, often providing conflicting information. It is unfair that they continue to operate while selling what appears to be a defective product.

  Business response

  07/04/2024

  We are currently working with the customer to resolve this matter, and have reached out to them with troubleshooting steps.

  Customer response

  07/04/2024

   
  Complaint: 21933957
  
  I am rejecting this response because:
  They have tried to resolve the same issue multiple times. I should not continue to have the same issue with a machine I rarely used. They repeat the same thing everytime and does not resolve the constant issue. Nor does the business try to send a technician out. This is a common issue with this company. 
  Sincerely,
  
  ***************************

  Business response

  07/12/2024

  We have provided the customer with our suggested troubleshooting steps and are now awaiting their response. Should the issue persist, we are ready to offer a solution in accordance with the terms of our warranty.

  Customer response

  07/15/2024

   
  Complaint: 21933957
  I am rejecting this response because the requested part has already been replaced and is practically new, as I previously paid for this part under similar circumstances with glowforge before. This approach has not resolved the issue in the past, and repeating the same steps is unlikely to lead to a resolution. I require a more thorough and effective solution to address the ongoing problem with my laser machine.

  Sincerely,
  
  ***************************

  Business response

  07/29/2024

  We are working with the customer to resolve this matter and we will remain available to support them in the future. In this case, we have provided next steps in troubleshooting, are currently waiting to hear back from the customer. 
  
  

  Customer response

  07/29/2024

   
  Complaint: 21933957
  
  I am rejecting this response because:
  Glowgorge support asked me to send in images which I did and nothing after. 
  Sincerely,
  
  ***************************

  Business response

  08/05/2024

  We are working with the customer to resolve this matter and we will remain available to support them in the future.

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased the glowforge aura in December. It worked great for about 3 months then started having issues with the cut being off. I was sent a new laser head, it worked well for about 2 months then it started overheating every 20 seconds and the cuts are completely off again. I once again was sent a new laser head which has NOT fixed the problem. I spent a lot of money on the laser and the personal filter (which worked for ONE day) and am pretty upset that this company is pretty much selling a 1200 laser that lasts less than 6 months. It may be time for all of us users to file a class action suit against this company at this point. As consumers we think long and hard about what we are going to spend our money on and this seems to have been a bad investment for a lot of us. The claims they make about their machine are false and misleading. It is supposed to cut and engrave several types of material and I can barely get basswood to cut. I have wasted tons of wood (which is not cheap) and have not been offered anything other than 2 laser heads that dont fix the issue.

  Business response

  06/24/2024

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

  Customer response

  06/25/2024

   
  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. I will continue to work with support on the issue. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid over $6000 to this business just to have every one of my machines break down on me. I received 4 machines in the span of 2 years.My first brand new machine broke after a month of having it. They refused to give me another new machine, only a refurbished one. My last replacement I had to pay ***** for because they only offer 3 months warranty on their replacement refurbished machines. It's crazy how you spend so much money on a machine for the company to not back their product. When I go through chat to find out what's wrong with my machine they never know and only offer for me to purchase a refurbished machine. I'm attempting to run a business and I cant because this machine is constantly breaking.I'd like my ***** back from this last replacement since it hasn't even worked right from the beginning. It is exhausting to keep contacting this business for little resolution. They just want me to continue paying.

  Business response

  06/24/2024

  We are working with the customer to resolve this matter and we will remain available to support them in the future.
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a glowforge pro from Glowforge directly. I signed for machine on May 15th. On June 8, I began emailing their support team to inform them my brand new machine is broken only after 3 weeks from delivery . Customer support agrees it's broke. Nothing visibly wrong with it. Sounds like a faulty laser tube. Apparently, pretty common after spending hours researching these machines. Look at honest reviews about machines not their filtered web sight. There answer is to replace it with a refurbished machine. Unfortunately that's what everyone claimed they would do. I had faith that it's been less than thirty days ...that your company understands it's unacceptable to send me a refurbished model when I paid for brand new and it's not even been thirty days. Warranty on a refurbished is not even the same as a brand new machine. Customer support claims she spoke with a manager put me on hold and said that they WILL NOT send me a brand new one. I will only get a refurbished . What kind of customer service is this ??? Not only did I spend $5,347.92 on this machine plus a filter I havent received yet. But I also decided to go ahead and purchase their premium membership. How can this company think that a customer who spends this kind of money , and it breaks down in less than *********************************************************************** exchange ! Im not asking nothing that a consumer dosemt have the right to. Either a full refund so I can purchase with a company that stands behind their machines OR a comparable exchange. Meaning a brand new unit. Not one thst already has had repairs. Again my machine is only a few weeks old. I demand full refund or a brand new machine exchange.

  Business response

  06/12/2024

  We have offered the customer a solution that aligns with our terms of service.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/15/23 I bought a Glowforge Aura and the air filter that can attach. I have had numerous issues with this laser engraver not burning correctly, constant misalignment issues. I have contacted the glowforge service twice, and both times their solution is for me to manually "fix" the issues myself (ie bending the wire to the laser to prevent it from snagging). My second time contacting Glowforge, I asked to return the laser and they will not issue me a refund or acknowledge that my machine is defective. This laser has only worked a handful of times, each time is sheer luck after multiple prints. The laser is virtually unusable because nothing prints correctly due to alignment or construction quality issues. I would also like to cancel my yearly subscription with them, and have the remainder of the year I have not used refunded.

  Customer response

  05/24/2024

  I have attached my correspondence with Glowforge here where they say they will not refund a defective item.

  Business response

  06/14/2024

  We have offered the customer a solution that aligns with our terms of service.

*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. ↩