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:05/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Back in December 2023 I purchased an x carve pro 4 x 2. This was my first CNC machine. Within the first 30 days there was definitely a learning curve. I have now had this machine for almost 6 months and I continuously have problems with it. I purchased it to Hobby and every time I go to use it something goes wrong on the machine. It has ruined many many pieces of wood. Im beyond frustrated with machine to the point I dont even want to use it anymore. It is a very large purchase and probably the biggest mistake Ive ever made as a consumer. I ended up going out and buying a different machine And I have no issues. They do the same thing but works really well and this one I bought from Inventables does not on top of all this. I cant even turn around and resell it because within 30 days of buying the machine they drop the price that I will lose Thousands of dollars if I try to sell it to get out of it. At this point I just want them to take the machine back. I have no interest in tech-support or trying to figure out why this thing is not working as it should. This machine was supposed to save me time and allow me to do things I wasnt able to do my hand, it has just cost me time a ridiculous amount of money. Truly The worst purchase Ive ever made

  Business Response

  Date: 06/14/2024

  Hello we have reviewed ************************* complain. Here is a summary from December to May, we can provide additional details if needed. 
  -The first contact the customer inquired about Clicklease, they did not like the terms. 
  -The proceeded to purchase the **Carve Pro via Affirm - and ***** warranty was refunded due to Shopify's bundle app issue, which was upsetting since he wanted to keep the purchase within his Affirm loan. We provided an external link to purchase extended warranty. 
  -The customer called in a few times for some basics (assembly questions, ECM access, two-stage carving, Easel basics, and guidance)
  -The customer reached out upset about the price change, wanted to upgrade to 4x4. We do not have a path, he wanted to just upgrade "size specific" components and I did not have this option available to him at a price we would all benefit. We sent him an t-slot wasteboard upgrade for the inconvenience and he found this satisfactory.
  -The customer called in again reporting problems with Easel Cabinetmaker/Easel tiling which added frustration but it was resolved.
  -The customer reported "depth issues" but their material was warped so the bit scratched it. This was resolved, "things seem to be going well" last time he and I spoke.
  -The customer reached out again about a trade-in. We did not accept it as Refurb Program was paused/no longer taking returns. We offered an alternative solution for him to sell his machine and which could help with the difference.
  -Last time they reached out in May. Their subject was all about the price change disappointment, they did not sign up for a scheduled call or remote/video session to work with tech support. It is hard to say what, if any, issues they're having as all previous support indicates the carving issues were resolved.
  
  Our return policy (attached) states troubleshooting must be done before we accept a return. We will work with the customer to replace or repair any components that *** be faulty and in some cases, we have also replace the entire product. The customer failed to work with us to identify or resolve any issues. However, we are still willing to work with this customer but they have not reached back out or worked with our support team towards a resolution. Please let me know if you need additional information.