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:08/08/2023

  Type:Delivery 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.

  07/14/2023 $1700 product was sent back by *** do to an address error.US2413921558 1Z94R8E24215619977 Hi, I am exhausting all resources I can find. My company ordered a printer from you guys a couple of weeks ago. due to a address error it was returned by **** but we can not contact anyone to get this sent back out. we have filled out multiple support tickets and emails over the past week with no contact from anyone. I am hoping you get this message and can get someone to reach out to us. Here is the order #: US2413921558

  Customer Answer

  Date: 08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:07/14/2023

  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.

  On june 21, 2023 i placed an order with BambuLabs for what i was shown to be a printer and addition equipment. To my surprise after paying $1200 and waiting several weeks, the product i recieved was about as "basic" as it gets. The website on june 21st was setup vastly different than it is now (probably from confusion). When i went to their website to place an order it had the 3d printer pictured, then add to cart. Under add to cart it has several pieces of equipment checked off (selected for purchase). (Unchecking equipment would reduce price) i even went as far as selecting a different color filament. All seemed fine, i paid $1200 plus $30 to ship. I recieved unit on july 6th and as soon as i opened it up i noticed it was just the printer. I sent bambu labs two emails immediately asking for a refund. I have yet to hear back from them and as they have no contact phone number i can only sit and wait while paying for this printer. They expect $90 from me to ship them back what they didnt fulfill in the first place. I havent even opened printer from packaging yet. Bambu labs wants another $5-600 for additional ************* to do the job the printer is advertised to do. Bambu labs have admitted themselves to be over worked with customer support and leaving customers wondering the status of their product. I feel i was purposely lead to believe this equipment was including in sale based on the websites layout. Their new layout has a big black add to cart button along with big red discount numbers to prevent what i had experienced. Company is based out of ***** with a warehouse in ***** and no communication support. I will not be giving this company another $500 just to print mulicolor which this printer is advertised to do. Pictures included of new layout but can see all are checked off when i hit add to cart back in late June. The red price and black add to cart were not there back in june. I need human customer support.

• Initial Complaint

  Date:06/08/2023

  Type:Customer Service 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.

  I purchased a 3D printer and accessory online. About 2.5 hours later decided to upgrade my order to a more expensive printer. Contacted customer service (only option by email) and after a 2 correspondences was told I wouldnt have to pay the return shipping and they would send me return labels. Its been several days with no response from the company even after I provided all of the information they required. I am trying to get return labels printed so that I may send these items back as I was told I could do. Name: *************************** Street: ******************************************************************** Postcode: ***** ************* Phone: ************ Order number: #US2410116758

  Business Response

  Date: 06/23/2023

  Hello,

  The customer's request has been responded to and is being followed up on. A return label has been provided, but the customer has not yet returned the printer as requested. Once the customer returns the printer and it has been received and inspected by our warehouse, we will arrange to process the refund as soon as possible.

   

  Sincerely,

  *********************

  Customer Answer

  Date: 06/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/25/2023

  Type:Delivery 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.

  On 5/20/23, I ordered a Bambu Labs X1 Carbon Combo 3D printer, costing near **** from the OFFICIAL website. My debit card got declined 4 times, until I realized it was a security feature. My bank wasnt picking up, so I called and told my mom about the situation, in which she decided to met me use her card, and it went through. After my order confirmation number, I received an email saying that they determined my order was fraudulent because the shipping address was different from the billing, and because of the 4 times the card declined. They asked to see the information of credit card and ID used to purchase (which she actually sent for me) with important details blurred out. As I expected to get an email saying that we were clear, they sent another email asking for the last four digits of my card. When I said I didnt feel comfortable doing this VIA email, they quickly got hostile and told me to cancel my order. I want my printer, if this business is having trouble with fraudulent activity on their website they need a third party identifier service. As a small business, Im disappointed and upset.