Complaints

This profile includes complaints for Glowforge's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Glowforge

  Seattle, WA 98134

• 

  Glowforge

  2944 1st Ave. South, , 98134, Seattle, WA 98134

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:05/23/2025

  Type:Order 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.

  Purchased July 30th, 2023 with an Extend warranty until July 30th, 2027.Paid $5,828.70 My Glowforge Plus is experiencing a power supply issue. I have been emailing customer service for 9 days now. They only respond back 1 email a day. I have been asked to send in multiple photos and multiple tests, which I have sent every single thing they have requested, and all within 30 minutes of the requests. I have run a total of 5 test cuts for them, all of which show the faulty Glowforges issue. Im being run around in circles of more tests to run.I was initially told I had 1 more test to run before they could send my replacement. I ran the test with the same exact outcomes, and they still are not processing my replacement or honoring my warranty that I paid for.I would like a replacement Glowforge Plus sent to me asap as Ive been having this issue since May 14th, 2025 when I initially reached out.

  Business Response

  Date: 05/26/2025

  We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty.

  Customer Answer

  Date: 06/12/2025

  Hello. I just received a letter yesterday, June 9th, 2025 to notify me to respond to the company. I attempted to login using the code, but it says the case is closed? It does say to email here to update the case as well.
  The business still has not sent me a new unit under my warranty, which my warranty states is valid until July 2027. Its now been a month since my initial reach out to the company for a replacement. The only response Ive received from them is I do not have further updates to give you. Which was last Friday, June 6th. They still have not resolved the issue, and I dont have the ability to respond since the letter from BBB took too long to arrive.
  

  Business Response

  Date: 06/13/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

• Initial Complaint

  Date:04/09/2025

  Type:Product 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 Glowforge Plus last August to use in my handmade business. I spent roughly $4,000 on this machine. At the end of March, the machine stopped working. I worked with their tech support team to try to fix it, but they determined that the machine needed to go back to be refurbished. They told me that because my machine was still under warranty, they would send me another machine that was already refurbished to replace mine. It has been a week, and they still cannot tell me when another machine will be available to ship to me, nor will they allow me to speak with a supervisor to get more information. I told them that I would happily take a refund for the broken machine and purchase something else, but they told me that my machine is not eligible for a refund because it has been opened and ******* this point, I need a machine that works so I can fulfill orders that I receive. I have had to pass my orders to other people to fulfill and Im losing the money that is supposed to help offset the expense if this machine.I am hoping you can help me get this resolved.

  Business Response

  Date: 04/10/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.
  

  Customer Answer

  Date: 04/10/2025

   
  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.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/26/2025

  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 PURCHASED THE GLOWFORGE AURA DEC 2023, APPROX 15 MOS. I'VE USED IT APPROX A ***** TIMES. I'VE CONTACTED SUPPORT ABOUT A ***** TIMES (starting 2 MOS. after having it). I KNOW GLOWFORGE IS ABLE TO REVIEW USAGE AS WELL AS OTHER THINGS AS IT RELATES TO THIS MACHINE. THE **** THAT THIS MACHINE STOPPED WORKING FOR NO REASON IN SUCH A SHORT *** OF ************ ONLY RESPONSE IS TO HAVE ME PURCHASE ANOTHER ONE (BECAUSE I DIDN'T GET A WARRANTY) IS DIABOLICAL.WHY WOULD I PURCHASE ANOTHER MACHINE WHEN THE FIRST ONE (AFTER 15 MONTHS) IS NOT WORKING, NOR CAN ANYONE EXPLAIN WHY IT'S NOT WORKING, AND I'VE BARELY USED IT. IS THIS A SCAM, THEY STOP IT FROM WORKING AND HOPE PEOPLE WILL BUY ANOTHER ONE? I RENEWED THE PREMIUM SUBSCRIPTION. IN JAN 2025, & SINCE I CAN'T GET THIS THING TO WORK, THEY REFUNDED MY MONEY, HOWEVER, IT AUTOMATICALLY REMOVED ME FROM BEING ABLE TO DOWNLOAD (MY) DESIGNS. THEIR SOLUTION IS FOR ME TO GIVE THEM $839 DOLLARS FOR THE SAME LEMON LASER OR A DISCOUNT ON UPGRADING...REALLY? WHY WOULD I BUY THE SAME LASER WHEN YOU CAN'T EVEN TELL ME WHY THE CURRENT ONE HAS STOPPED WORKING AFTER 15 MONTHS AND VERY LITTLE USAGE. YOU SOLD ME A ******** THIS POINT, I WOULD LIKE A PARTIAL REFUND ON THE PURCHASE OF THIS GLOWFORGE AURA WHICH IS CLEARLY A LEMON!!!! AND I WOULD LIKE TO BE ABLE TO DOWNLOAD (OR HAVE THEM SEND ME) MY PERSONAL DESIGNS THAT I HAVE PREVIOSLY CREATED.I DON'T WANT TO TAKE THIS TO MY ATTORNEY GENERAL OR CONSUMER PROTECTION, BUT I WILL...I BELIEVE THERE WOULD BE MANY OTHER CONSUMERS WHO HAVE THE SAME COMPLAINT AS I DO ABOUT THIS PARTICULAR LASER. THEY DIDN'T DO THEIR DUE DILIGENCE WITH THIS LASER...THEY OFFERED A LESS EXPENSIVE ALTERNATIVE AND SENT IT TO MARKET...KNOWING IT HAS A TREMENDOUS AMOUNT OF FLAWS...THEIR SOLUTION IS TO HAVE THE CONSUMER SPEND MORE MONEY (FOR THE SAME DEVICE).

  Business Response

  Date: 03/27/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23119958
  
  I am rejecting this response because: NOTHING WAS RESOLVED, FIXED, NOR CHANGED.  BELOW IS THE FINAL EMAIL SENT TO ****** AT GLOWFORGE.  I'VE ATTACHED A REDACTED RECEIPT TO SHOW I ULTIMATELY PURCHASED A NEW LASER DEVICE.

  Hello ******,
  
  I know it can go without saying that I am so disappointed in the outcome of my Glowforge Aura being basically a large paperweight...something i cannot even sell to recoup some of my losses.
  
  The option to purchase a new Glowforge Aura (when no one was able to even tell me what was wrong with the one I have) is not something I would do...the fact that getting a partial refund was also not an option, as this paperweight was barely used, was also disappointing...as I had stated, upgrading to a higher level Glowforge is not worth it to me, it's not a laser I would use enough to warrant spending that amount of money.
  
  
  As you can see from the attached...I did purchase a brand new laser, and spent $1,147 dollars (above the amount of $839 offered to buy a new Aura)...it wasn't about the money...I spent over $300 dollars more than your offer, it was about investing in possibly another paperweight, it was about no one actually being able to tell me what the problem was, it was about the unwillingness to provide me a partial refund for a laser that is 15 months old, and has literally not been used 15 times...I maintain that this laser probably should not be on the market as it does have "lemon" qualities...and you said something that is very true, people that like it don't tend to make a review, only those that have issues will complain...I've had issues since the inception of purchasing it, I did not complain, I reached out for help...it wasn't until there wasn't any help, nor solution, nor reason why, that I lodged a complaint (which again, I stand by).
  
  So, in closing...this entire interaction is unfortunately a one star for me...I literally can throw this Glowforge Aura in the trash...
  
  The positive takeaway (that in reading some reviews) is that Glowforge Support was responsive, although sporadically.
  
  

  Sincerely,
  Thadora 

  Business Response

  Date: 04/08/2025

  We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty.
  

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23119958
  
  I am rejecting this response because:  i will not go back and forth with Glowforge...they are selling people a lemon...there are a plethora of complaints about this same device...it should have never gone to market.  I have moved on.  I purchased a WeCreate laser.  I reject their answer because it is a joke that they want me to spend $839 dollars for a new Glowforge Aura that 1. they cannot even explain why the current one I have is not working and 2.  would have been OUT OF WARRANTY had I purchased a warranty...it's insulting that they even keep mentioning a warranty...and 3. the fact that I could not even return it to have it fixed (even at my expense)...why is that?  Because they have ZERO solution to fix this laser...it's a paperweight / lemon.

  I am posting this information here for others to review when they have THE SAME ISSUE.

   

  That's it...no more back and forth...I'm over it...I'm over Glowforge.

  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:02/24/2025

  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.

  I purchased a Glowforge Pro in May of 2024. It has not had heavy use, maybe 20 hours per month. On January 18, 2025 I went to cut a project and got an ***** light and an error message of the lid being open which it was not. I reached out to Glowforge support at that time, included all pictures that would be needed and waited for a response. We went back and forth for a few days, I was sent a replacement part that didn't fix the issue. At that point I was given the option of a refurbished machined to replace a machine that was still under warranty and I have no had for a full year, or a "discount" on a newer model that would end up costing me an additional $3500. I ended up opting for the refubished. It has now been five weeks since I reported the initial issue and they have still not shipped a refurbished machine, they are slow to respond to email and will not answer the quesiton on why they won't replace it with a new machine of the same make and model. The delay has caused me to lose business. At this point I would like a new machine sent or a refund of the purchase price. They have not yet responded to my latest email.

  Business Response

  Date: 03/07/2025

  We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty.
  
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22984514
  
  I am rejecting this response because:

  Refurbished unit is ALSO defective. I am back in the same loop with customer service of checking things and sending pictures and zero resolution to the issue. I have sent a demand letter today, 3/10/2025.

  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/17/2025

  We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty.

  Customer Answer

  Date: 03/18/2025

   
  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.
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:01/30/2025

  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.

  I purchased a Glowforge pro a $6,000 machine for my small business a year ago. I am still financing this till February 22, 2027 . My monthly payment is $270.85. The machine has not been working It keeps saying "head not found" and is faulty. After many emails and calls to Glowforge as well as much time following their suggested troubleshooting suggestions, the machine still is not working. I was told by their agnet ***** ***** G that their is nothing further they can do . Their only resolution is to upgrade to a new machine for a percentage off. How am I supposed to finance a new machine when the one I am still paying on is broken? I have a very small home based business and need a working machine to continue . I feel Glowforge could care less and is not offering a fair resolution. How about they stand behind their equipment and care for their customers. It's a sad world we live in today. I appreciate if you could assist. I am desperate.

  Business Response

  Date: 01/31/2025

  We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty.
  

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22876218
  
  I am rejecting this response because: I have only had this machine for 13 months and have been in contact with Glowforge for since October which is while the machine was still under warranty. I have even purchased a new carriage plate out of pocket and followed all their instructions for troubleshooting. After all this, I still have a faulty machine and the best they can do is offer me a discount on an upgraded machine . I still owe over $5000 on my broken one but they expect me to start a new loan with an upgraded machine! Who can afford that! This is not fair. Ive been a faithful Glowforge customer for 4 years. Id only hope they would give the same consideration to me. All they want is to pad their pockets and fail to consider the customers they keep them in business.

  
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/06/2025

  We are continuing to work with the customer to resolve this matter, we have provided them the options that align with our warranty terms and conditions, and we will remain available to support them in the future.
  

• Initial Complaint

  Date:01/27/2025

  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.

  I received the Glowforge as a gift. Out of the box, it had issues and I wanted to exchange it, but they told me it could not be returned once opened, even though there was no way to test the device without opening the box. The device consistently misprints and has ruined somewhere between $60-$100 of print medium due to the issues. I have been on an endless string of back and forth with their customer service, but every time they tell me this is the last test, I'm sent a few days later another thing to try I had already done. The item was defective on arrival and not fit to purpose, and I'd like my money back on the defective unit. I've uploaded an example of the results off the printer.

  Business Response

  Date: 01/28/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

• Initial Complaint

  Date:01/20/2025

  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.

  Date of purchase was Dec. 25, 2023 and I paid $1544.79 for a Glowforge Aura and personal filter. I had had the machine for less than a year and it was continuously messing up so I contacted support several times and after a few weeks they got back to me. I followed their instructions, sent them pictures and it's just been back and forth dragging out past a month now. They did think the problem was the laser head and they agreed to mail me a free one but it did not help and I'm having the same problems. I want to return this machine for a refund or partial refund as I paid a lot for it and should get good use out of it past a years time. I have wasted so much material and the machine is not worth having. Plus, I'm not the only person that is having problems.

  Business Response

  Date: 01/20/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

  Customer Answer

  Date: 01/20/2025

   
  Complaint: 22834637
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:01/06/2025

  Type:Product 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.

  We bought a Glowforge Aura on 12/27/2024. We purchased the machine online at their website.We received it and put it together yesterday. I want to emphasize here that nobody told us if we opened or ran the machine that we could not get a refund. After putting it together with the filter we purchased, I did 4 very small jobs that were about a minute and a half each. The smell was so bad in our room that I got sick and had to leave. Today we called to return their product and they tried to claim that their terms and conditions stated there was no return after trying their product. They would only refund our money for the filter. Which, again does us no good when even the machine with the filter makes me sick. Again, these terms were never presented to us in any way before this. We spent $1313.78, on their product and we would like to return it with a full refund. If not, we will have the machine ran while testing the air in the room to prove that whatever the filter is missing is not okay for humans to be breathing.

  Business Response

  Date: 01/17/2025

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22774713
  
  I am rejecting this response because:

  That is a lie.  They have not contacted us, or anything since denying our refund.  Either they can accept our refund through the BBB or we will have to bring this to court.  Including this lie they sent you saying they're working with us.  There is no evidence to show because they haven't contacted us.

  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 01/29/2025

  We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty.

  Customer Answer

  Date: 01/29/2025

   
  Complaint: 22774713

  Alright.  Well, this case been brought to the FTC.  Also, we are donating the machine to a college doing studies on emissions.  

  Play fun games, win fun prizes.  They also already have a filter so they will be putting out all evidence of all harmful chemicals that your filter doesn't stop.

  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ******

  Customer Answer

  Date: 01/29/2025

  The company contacted me and offered a far refund and provided all details and shipping label. 
  All issues have been resolved. 
  

  
  

• Initial Complaint

  Date:12/23/2024

  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.

  I am filing a complaint against Glowforge for their defective product and poor customer service, which have caused significant harm to my small business.I purchased a Glowforge on April 19, 2024, for $1,864, but the unit became defective, rendering it almost unusable. I opened a claim on November 15, 2024, and complied with all Glowforges requests, including providing photos of the unit packed for return. However, they refuse to ship a replacement until they receive the defective unit, despite my proof of return readiness. This policy has caused delays and disrupted my business during the critical holiday season.Glowforge also failed to follow through on promised communication. On Thursday Dec 19th, I was told my email with photos would be reviewed promptly and a shipping label sent. No follow-up occurred on Friday, leaving me waiting through the weekend.Additionally, the defective unit ruined expensive Proofgrade materials I purchased, for which I have requested compensation but received no response. These delays and Glowforges refusal to prioritize my case have caused financial and reputational harm to my business.Desired Resolution:1. Immediate shipment of a replacement unit without waiting for the return of the defective one.2. Compensation for ruined Proofgrade materials.I hope the BBB can assist in resolving this matter promptly. Thank you.

  Business Response

  Date: 12/24/2024

  We are working with the customer to resolve this matter, and we will remain available to support them in the future.
  

  Customer Answer

  Date: 12/27/2024

   
  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. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  We are reaching out to formally address ongoing issues with our Glowforge machine, which we have owned for several years since 2022. Unfortunately I do not have enough room in this text box to include all the information needed, so I am attaching a document with all information instead. Thank you

  Business Response

  Date: 12/19/2024

  We have offered the customer a solution that aligns with our terms of service, and we have clarified that the solution offered is in line with the terms of our warranty.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22709230
  
  I am rejecting this response because:

  Glowforge has done nothing to correct any of the problems. 
  

  We purchased a new machine at full price, expecting a fully functional product. Instead, we received a defective unit, which was returned and replaced with a refurbished machine. This replacement immediately reduced the value of what we paid for by over 66%, which is unacceptable.
  Had the refurbished machine worked flawlessly, we might not be as dissatisfied. However, it has consistently failed to function properly, particularly with alignment issues and catching materials on fire, rendering it unsuitable as a replacement. The fact remains that we paid $6,000 for a new machine and never actually received one.
  At this point, we feel that we have been unfairly treated. Receiving a refurbished machine that does not function well after paying full price for a new product feels like a significant misstep, and we are disappointed with Glowforges apparent unwillingness to resolve the issue appropriately by telling us to go and pay to have it fixed by another company or pay 60% of a purchase price for a new product. This is not even trying to resolve anything but just putting the problem of their product back onto us without truly addressing any of our concerns.

  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/08/2025

  We apologize that the customer is dissatisfied with the offer. However, we have provided a solution that complies with our terms of service and have explained that this solution is consistent with our warranty terms. We remain here to ready to assist with the options that have been provided.  
  
  
  

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22709230

  
  To Whom It May Concern,
  
  
  I am writing in response to Glowforges letter regarding my complaint about their faulty product. Unfortunately, their proposed resolutionoffering me the option to either purchase a new machine at a discount or pay to repair the defective unitis unacceptable. Glowforge has failed to address their responsibility to resolve the issues caused by their product in a fair and ethical manner.
  
  
  The machine in question is defective, as it poses a serious safety hazard by catching materials on fire during normal operation. This is not a result of misuse or normal wear and tear but a fundamental issue with the product itself. Glowforges refusal to repair the defective unit at their expense, or replace it outright, shifts the burden onto the customer to resolve a problem that was entirely beyond their control.
  
  
  By offering discounted replacement options rather than addressing the defect, Glowforge is neglecting their responsibility to ensure their products are safe and functional as advertised. This is not an appropriate resolution for a product that presents a significant safety risk.
  
  
  I respectfully request that the BBB hold Glowforge accountable for fulfilling their obligations as a manufacturer. Specifically, I am seeking:
  1.A full repair of my defective machine at no additional cost to me.
  2.Alternatively, a free replacement machine of equal or better quality.
  
  
  I trust that the BBB will recognize the importance of ensuring companies like Glowforge honor their commitments to quality and customer safety. Thank you for your time and attention to this matter.
  
  
  Sincerely,
  
  ****** *****