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Business Profile

3D Printers

Creality 3D

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in 3D Printers.

Complaints

Customer Complaints Summary

  • 67 total complaints in the last 3 years.
  • 24 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:05/13/2025

    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.
    In November of 2024 I purchased a new motherboard upgrade for my Creality 3D printer from ******. Within 6 months the part started having temperature issues. I contacted Creality in ***** seeking a replacement part as the one I purchased has a 1 year warranty. For the past 2 or 3 months they have been having me do repeated troubleshooting that has done no good. I have trouble shot the part a least 3 times with the same problem. They even lied to me stating they contacted ****** and ****** would replace the part. ****** denied that ever happened. I sent them all the documentation they requested. recently they offered to sell me a new one and I had to pay 30 dollars to ship it from *****.

  • Initial Complaint

    Date:05/07/2025

    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.
    I purchase an Ender 3 Max *** 3D printer from Creality Canada online back on September 27 2024.The first time this machine broke down was because of the CRTouch on December 13 2024.They shipped me a replacement part after many ********* broke with the same issue ( CRTouch self leveling sensor/actuator ) on February 11, 2025 because of it engaging during the printing process and becoming bent and unusable which sends an error to the screen "HOMING FAIL" I contacted them again and after many emails, photos, videos of the issue and explanation they sent a new CRTOUCH, I replaced it again.Then on April 7 2025 it broke again, same issue. I explained in email that this is a repeat issue and there is a defect in the machine if this same CRTouch part continue to break in the same manner. I asked them to replaced the machine and they refused and again after many back and forth emails they sent me a replacement CRTouch. I replace it yet again.On May 1, 2025 it broke yet again. Same issue, the CRTouch is activating during the printing process and it should not. When it does it bend the probe/sensor/actuator and the screen only shows the "HOMING FAIL" message. I reached out to Creality yet again and they sent me another replacement. I asked for a refund and they refused saying I was past the warranty time. Even though this was first ****** up months back and they were aware of ***** when I got the part, I replaced it again because I had not ********* has broken again. They still refuse to provide a replaced when this machine is obviously defective. I suspect ( although I am no technician ) that there is a voltage signal being sent to the CRTouch causing it to actuate during the printing process.I have contact the company again and they refuse to refund my money or replace the defective machine.Since they have no actual offices here in ****** I have no path to get this issue resolved.I have continued to contact the Sales and Service team with no resolution.

  • Initial Complaint

    Date:03/27/2025

    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.
    Date of the Transaction:March 13th Amount of Money Paid:$1,511.22 What the Business Committed to Provide:Creality sold me a machine that was covered under a full warranty. After determining that the product was defective and beyond repair on arrival, they promised to provide a return label and replace the machine. They have made this commitment twice but have failed to follow through.Nature of the Dispute:The product arrived in a non-functional state. Despite numerous attempts to resolve the issue, Creality has not honored its warranty commitment. After engaging in a back-and-forth dialogue for two weeks, they repeatedly stopped responding once it was time to send the return label. I contacted them through emails, WhatsApp messages, and Discord, with no resolution provided.Efforts to Resolve the Issue:I have made extensive attempts to resolve this directly with Creality through multiple communication channels. Each time, they assured me they would send a return label and offer a replacement. However, they ceased communication as soon as the return process was expected to proceed.Desired Resolution:I am requesting that Creality follow through on its warranty commitment by providing a return label and either replacing the defective machine or issuing a full refund

  • Initial Complaint

    Date:03/25/2025

    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.
    The item that i ordered on Friday 3/21, the description was misleading, The title of the Item shows that it is a Creality Hi Combo 3D printer. Add to cart item shows the same thing. Not until i received the email confirmation and i read the email, it said that it was not the Combo, but just the printer itself. i replied in 11 minutes to that email that i wanted to cancel. I also contacted their chat support under 30 minutes from ordering and they said that they have forwarded the information to stop shipment to their logistics team. i have been given the run around that it cannot be cancelled because there is already a tracking number, this was the explanation on the reply email on 3/23. I did not get a tracking number until Monday 3/24. They send me an email on 3/25 saying that its being shipped, but the tracking number for ***** still showing that Label was created and awaiting ***** pickup.I called them on the phone on 3/24 as well and was told by their customer service that they cannot cancel, even though they said that they forwarded the request to their logistics team that they were going to stop shipment. Their answer was to refuse delivery. I asked if the item required a signature and they did not give me an answer, so if im not home they can leave package and i cannot refuse delivery. I also asked if the item did get delivered and i requested a return, if i was going to be provided a shipping label or a restocking fee, the lady on the phone could not answer that and kept on telling me to just refuse delivery

  • Initial Complaint

    Date:03/24/2025

    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.
    Seller knowingly. sells. defective product. that does not work with current versions of windows security features that allow back doors into people's computers. Sellers software does not work unless these back doors are opened, which are, in some cases, impossible to open. Seller refuses to issue a refund even after just a few days. We purchased a 3D scanner that has never worked and can never work based on required security from windows. We requested help to resolve the issue 17 times over 3 weeks with zero response We are now going to pursue further. litigation.

  • Initial Complaint

    Date:03/11/2025

    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 through Crealitys online U.S. store, the printer was delivered on 02/03/2025 and arrived damaged (DOA). After a month of unsuccessful attempts to get support and multiple return requests, Creality has ignored my refund requests. I am now demanding either a prompt repair or a full refund.

  • Initial Complaint

    Date:02/21/2025

    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 for a 3d printer on February 10th. Order number CR1OHG97965. It arrived on the 15th i was able to print 2 things then it began malfunctioning. I messaged the company on the 16th to open a return for defect and the company responded that they needed screenshot of my order, a video of the problem, a copy of the confirmation email etc. I got all the info and sent a response that same day but it has now been 5 days and they are not responding back. I have sent 2 more messages in that time trying to get a response but the company will not respond. Their return policy says 14 day return or replacement but they are not honoring it and this printer cost $389 and simply doesn't work.

  • Initial Complaint

    Date:01/30/2025

    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.
    I purchased a 3D printer on November 20, 2024. It was shipped to my home on November 27, 2024. I purchased this product as a Christmas gift, so it was not opened until December 25, 2024. My grandson put it together, but the product did not work. I reached out to Creality, the gave an address to ship it back. I shipped the product back with a tracking number. That tracking number shows delivered to a warehouse. Then Creality stated that the package has not been delivered, and I should contact ****

  • Initial Complaint

    Date:01/27/2025

    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 hope this email finds you well. I am writing regarding my recent purchase of the K1C 3D Printer (Order Number: CR1DZI62291, Order Date: November 19, 2024). This printer was purchased with a two-year warranty, but unfortunately, it has become completely non-functional (bricked) within just two months of use.I have reached out multiple times through email and have only received initial responses, with no further updates or resolution provided. Given that the printer is already unusable and has failed within such a short period, I am requesting a full refund for this *********** this product is no longer functional, I feel a full refund is the most appropriate course of action. I would appreciate it if you could expedite the processing of this request, as I have not received a satisfactory solution so far.Thank you for your attention to this matter. I look forward to your prompt response.

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