We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Hardware

Laminar Research

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 3 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/15/2022

    Type:Customer Service 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.
    On Tuesday, December 13, 2022 at about 11:25am, I purchased a copy of X-Plane 12 Early Release, which advertised, directly from their website, "You will be able to download and install X-Plane 12 right away and receive free updates for the life of v12. We also include access to X-Plane 11 in case any of your add-ons are not yet compatible with X-Plane 12."

    I had limited time to access the computer on which I would like to install the program, as it was to be a gift. I waited about an hour and a half, then looked at the purchase confirmation webpage which stated something to the effect of "If you haven't received your license key in your email within 10 minutes, contact Customer Service at -email address-." So I emailed the company and asked about the purchase, including the Order Number screen shot attached. The response was, "Thank you for your email! I was not able to find your order on this email address. Is there another address that you may have used? I can also search via your billing postal code if you prefer!" I responded immediately advising that I had used no other email address and also with my billing zip code.

    The response was NOTHING. No confirmation of the email, no 'hey we are checking on this'... NOTHING. It's been over 30 hours since just my response to the first email, not to mention the purchase. X-Plane (Laminar Research) seems to believe that 30 hours is "right away".

    I called the number on the purchase confirmation from my credit card company and the response was "Email customer service. This number is not monitored." How is this company able to continue operating in this manner? They won't respond to emails and they won't answer the phone when the expectation is "RIGHT AWAY". It's not like they don't have the info they need. I INCLUDED THE ORDER NUMBER IN THE ORIGINAL EMAIL. If I'd have known this was going to be such a pain, I would have just gone with a reputable company like ********* Flight Simulator.

  • Initial Complaint

    Date:11/28/2022

    Type:Customer Service 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 X-Plane 12 on 9/9/2022 at 4:43 PM EST. I did not receive any order confirmation email or key. I tried using the recover your key on the website and it said it could not find any key. I then emailed the key recovery team with no response. I opened a case with ****** after not getting the key for over an hour and the company finally responded via the case with the key. I let the case stay open because I felt that I deserved some discount for this issue and ****** eventually founded in my favor and issued a full refund. My key is now disabled as it should be, but I still feel I should get a discount if I choose to purchase it again.

Laminar Research is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.