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Business Profile

CNC Machining

Carbide 3D LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in CNC Machining.

Complaints

This profile includes complaints for Carbide 3D LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Carbide 3D LLC has 3 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 0 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:06/03/2024

      Type:Order Issues
      Status:
      Answered
      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 Shapeoko Pro July 19, 2023, we began having issues with the machine within the 1st month. This machine has had numerous issues with routers failing that we had to come out of pocket in March to purchase *** Spindle Kit. About a month after getting the *** Spindle Kit, the machine threw a spark and the *** Spindle Kit went down, I had to go back forth with the company for a little over a week, when they finally decided to let me send in the kit and for me to use a router until they could look at the machine even though it has a warranty on it, i should have been sent a spindle kit to use until they could get my other one fixed, but while using the router the machine failed again with homing switch issues and now the machine is working in reverse and will not come out of this. We have dealt with homing switch issues multiple times throughout the year along with multiple router failures. We would like either a new unit with an extended warranty time or refund and we can send machine back.

      Business Response

      Date: 06/14/2024

      Our Actions to Remedy the Situation:
      Replacement of Electronics and Motors:
      We have sent the customer a complete replacement of the electronics and motors for the machine to address the operational issues.
      Damaged Motor Replacement:
      One of the motors sent to the customer was unfortunately damaged during shipping. The customer, understandably, refused to use the damaged motor. We promptly ordered a replacement motor, which is currently in transit. Once the replacement motor arrives, we will assist the customer in testing the machine to ensure it is fully operational.
      Desired Settlement:
      The customer has requested either a new unit with an extended warranty or a refund. Our goal is to ensure the customer is fully satisfied with their purchase. We believe that the replacement parts we have provided, along with the upcoming replacement motor, will resolve the ongoing issues.
      If the machine continues to experience issues after the installation and testing of the replacement motor, we are open to discussing further actions, including the possibility of providing a new unit.
      We remain committed to supporting our customer and resolving any outstanding issues promptly. Thank you for your understanding and patience as we work towards a satisfactory resolution.

    • Initial Complaint

      Date:06/15/2023

      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 shapeoko pro at 9:39 am, Nov 14th, 2021. And I sent an email to them about the machine issues on Mar 28, 2022. Because no live person responded to my email, that is why the problem lasted 4 months. I didn't know about the bbb before today. This machine has a lot of quality problems. The motor s**** can't fasten and the belt is bad. The x and z sensor can't find the router when I click Initialization. I want to return the machine and they didn't respond to my email. I hope I can tell my story to people and let people learn my ******* Don't trust the CARBIDE 3D anymore, they sell junk to customers. I almost checked all the ******* shapeoko review videos, they all get that kind of issue. I remember I had a face to face meeting with their techsupport people, he didn't give me any useful method to solve my problems. I'm so angry about that situation and I said " I could learn how to use the machine but I don't have to learn how to fix it." I purchased a brand new machine from the official website, not a used machine from ***** I didn't enjoy using it but I tried for 4 month to solve the issues. Now that I have some knowledge about the cnc machine I could give a conclusion: the motor quality is bad that is why when the machine is running the screws will lose. The sensor cable needs a good connection. One word is **************".

    Carbide 3D LLC is NOT a BBB Accredited Business.

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