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:06/04/2025

  Type:Customer Service 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 PX12 planer. Used it once, worked fine. The next day I started to use it and it would bog down and pop the machines internal breaker if I attempted to take more than 1/64 off at a time. An absolute nightmare if you are actually doing woodwork. Mind you I'm using Red oak, not something crazy hard. Reach out to customer service, more than a month and a half later I get a phone call. ******, my customer service *** tells me that it's just the wood hardness. I have used multiple types of planers over the years and never had one, no matter what type of blade, that could only remove 1/64 at a time. If this is the solution, no one should buy Laguna tools. I have a Laguna lathe and it functions flawlessly.

• Initial Complaint

  Date:11/12/2024

  Type:Product 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 bought a Laguna fusion II table saw primarily because it had 220 capability. I ordered the 220 conversion switch in April 2024. I still do not have it and Laguna will not return my calls or e-mails. I bought the switch from ********* in ********** and they say Laguna will not give them any information either. I paid an electrician $350 to install a 220 outlet and breaker. Any help you can ;provide is greatly appreciated.

  Business Response

  Date: 11/19/2024

  Hi ****
  
  After working directly with our CS Manager ***** *******, we were able to determine that the part (conversion kit) was in fact on backorder until about 2 weeks ago.  Once we received more inventory, SO331390 was sent to the Woodcraft of ********** where the item was originally purchased by ***.  ***** was able to confirm that the store received ***** order and he will be able to pick it up 11/19 or 11/20.  ***** also mentioned that he worked with *** over the phone to identify some Laguna accessories that we'd be happy to send on the house in lieu of the long wait time.   
  
  We're so sorry that it took so long to get your order and if there is anything else we can do, please don't hesitate to reach out to our CS Manager again.  ***** is more than happy to work with any customer we have and ensure they are satisfied with Laguna. 
  
  **** we are lucky to have customers like you and I'm glad you were able to work with ***** until we got this right.  Enjoy the upcoming holidays!

• Initial Complaint

  Date:04/15/2024

  Type:Service or Repair 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.

  Was trying to get IQ machine fixed using Laguna techs. The tech I am dealing with will not do his job and does not know the machine he is supposed to be helping fix. I have got 3 quotes on a part that was needed and all are the wrong part and price. So instead of finding the right part and price he changed the description of the part and said he would give a 20% discount. The part is a $90 and he wants me to pay $200 for it. I have said I do not want to deal with this guy but for some reason every time I do a request on the site he decides to call. This has been a paper weight since march 24th and instead of looking at laguna for help and 2nd machine I have had to shop around. I have all the incorrect quotes and a sales order for end of 2022 where I bought the correct part.

  Business Response

  Date: 04/16/2024

  The customer is correct that 2 years ago he did purchase the part for $90.00. The current price is $196.00. When we were ************ of these machines a year, we had better purchasing power for this item. We no longer build this design. This machine is 8 years old and we have redesigned our desk top routers. As a courtesy to the customer, the tech offered a 20% discount.

  Customer Answer

  Date: 04/16/2024

  we have resolved this on our own and have purchased the exactly same part directly for $70. Still dont change how customers are treated and lack of help. 20% off part doesnt matter because I also was told I can get it at cost from another rep within the company. Its not about spending money to fix or buying new machine. Its about losing money and how customers are treated. 

  Business Response

  Date: 04/16/2024

  The customer states he resolved this on his own and purchased an after market part directly. We hope that it fits and resolves his machine problem.

  Regards,

  *******

   

  Customer Answer

  Date: 04/19/2024

  We bought direct from Laguna dealer in *****, not after market same identical part. And yes the one we purchased fits exactly. I would like to thank *** in sales for his help in this matter outside his response abilities. And trying to sell me the 200 part for ********************* to the right person to fix this issue. Do better for your customers. 

• Initial Complaint

  Date:11/28/2023

  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.

  - Order for the Laguna ********* Table saw was placed on Oct. 5th, 2023 through Rockler (order total $1954.74 - $1,619.10 for the saw, $224.99 for shipping)- Received item Oct. 9th, 2023 - Saw stopped working on Oct. 19th, 2023. (video proof was sent to Laguna)- Laguna case #****** - Received a new start capacitor to replace in the saw Nov. 9th, 2023 (Laguna would not pay for overnight shipping)- Return was initiated through Rockler on on Nov. 14th, 2023. Laguna has not sent a truck for pickup and it has been two weeks. I cannot receive a refund until this saw is picked up. ******* has reached out to Laguna a couple times for pickup.

• Initial Complaint

  Date:09/11/2023

  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 purchased a brand new laguna F3 table saw late 2021. This year I noticed that the main table casting was significantly crowned. The table saw is still under lagunas 2 year warranty. Upon providing the company with scrupulous documentation showing the crown in the cast iron. My evidence was reviewed then I was told that the product is within standard tolerances. I asked laguna to provide more information regarding their standard tolerances and they refused to do so and instead insisted that I provide more information first or they would close the case. This is a prime example of using decietful tactics in attempt to dissuade and discredit you in any way possible resulting in extreme frustration and disappointment to the consumer. Additionally, my saw has developed vibrations resulting in horrible quality cuts. 4 different blades were tested with similar results. The cast iron table is aligned to the arbor within less than 1/1000 of an inch and the fence accordingly. All mounts and bolts are tight. Pulley tension is set appropriately. Arbor and bearings have been inspected thoroughly with no issues. The problem seems to occur within the casting where the arbor and bearings seat. It appears that there is slop which is due to premature wear within the casting. Measuring with a dial indicator, I am able to get 2-3/1000 of play with moderate finger pressure to the arbor. This should not happen on a machine less than 2 years old. After presenting all of this information to laguna, I was told that it was the cast iron table out of alignment. This statement was clearly said in sheer ignorance and haste on their end. Due to these 2 major issues the saw should be replaced since they are clearly manufacturing/quality defects. Between the extremely unacceptable products and horrible customer service I strongly suggest consumers stay away from this company. They do not care for the consumer and only want to make sales.