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:12/03/2024

  Type:Customer Service 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 laser printer from ******** along with the air filter. Total cost *******. Machine does not work sent multiple pictures and several phone calls asking for a refund. Micheals will not refund. Glowforge will not refund. I fell like I saved and saved and my money is just gone. This is not a good company. After reading other reviews all Im now seeing is many other people having the same problems

  Business Response

  Date: 12/04/2024

  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.

• Initial Complaint

  Date:11/27/2024

  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 messaged the glowforge team about my glowforge plus not cutting on 11/20 after working through all the troubleshooting tips they deemed my machine needing to be replaced. I have emailed and called several times with no update about when my replacement glowforge would ship. Each time getting the run around of they will let me know when it ships. I am now going to have to close my business due to their inability to hold up their replacement. I have already sent my machine back to them.

  Business Response

  Date: 12/02/2024

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

• Initial Complaint

  Date:11/19/2024

  Type:Order 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.

  My wife and I purchased a Glowforge to help with her small business. From day one, it was defective. We reached out to customer service. It took them over a month to respond the first time. They sent troubleshooting information. We did all they asked and sent the information. Then a month later they responded to that. Eventually, after weeks of communication, they agreed to send us a replacement. The replacement was also defective. We told them this. Two months later they send the same generic troubleshooting email. We are done messing with it. **************** is non-existent, and the product is defective. We just want to return this thing and get our money back.

  Business Response

  Date: 11/21/2024

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

• Initial Complaint

  Date:10/31/2024

  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 bought a Glowforge Aura machine in May 2024.. Machine was working good until October 2024. Started to not work properly then finally stopped working. I have contacted Glowforge since they do have a 12 month warranty for a replacement of the product. I been trying to resolve this issue for just about a week with the company finally not responding to any emails and not providing any information. I have provided all information and photos like they asked. at this point i do not want a replacement i would rather have my money back since they have no customer service and do not honor the warranty that they say they have

  Business Response

  Date: 11/04/2024

  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.

• Initial Complaint

  Date:10/25/2024

  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.

  Purchased 11/18/2023 from Best Buy, the Glowforge Aura is an awful machine. The return policy associated with this merchandise is ridiculous. It was only able to be returned unopened. The item has immediate issues when trying to create repeatable results. I created a template cut out to place circular discs and the same template to ensure the alignment was correct. Regardless of the placement, made consistent by creating template pieces so the workpiece is in the same position in the machine, the results are unable to be duplicated reliably. After being informed through FAQ and online forums that the alignment issues can be corrected by adjusting the machine or cleaning, only to find out that the air filter I spent $500 on doesn't draw air properly, causing the machine to retain the debris and smoke from the current project. This leads to excessive issues that the users themselves are held responsible for, as Glowforge refuses to make reasonable accommodations for people who are unhappy with the quality of the merchandise they've purchased. People online say to purchase an aftermarket inline fan for better air flow. While that sounds like a solution, why is it incumbent upon the purchaser to correct inherent problems caused by what may be faulty design or shoddy workmanship?I became so frustrated with my machine that I haven't used it in MONTHS. I'd love to get a refund so I can find a better built machine from a company that knows how to satisfy their customers. 2 months ago I was contacted regarding a "pilot upgrade program." This communication leads to the company wishing to exchange your machine for a higher powered model and you pay the difference. While this may sound nice, the difference in price can be 3 times as much as both the Glowforge Aura and the filter combined. I don't wish to entertain this company by giving them even MORE money, quite the opposite. I want to get this thing out of my very limited crafting space and get my money back.

  Business Response

  Date: 10/30/2024

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

• Initial Complaint

  Date:10/09/2024

  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 my Glowforge on April 4, 2023 the total was $8,850.35. I purchased a Glowforge Pro along with the air filter. I was lied to by this company from day 1, the sales *** told me everything was in stock and I came to find out the air filter was on backorder with no ETA. I emailed my sales *** to cancel the filter and his email was disabled, I found out he quit the day after I made my purchase so I assume he lied to me to get his commission before he quit. I received my machine and it has been nothing but problems. Since day 1 the print alignment is always off and it engraves in a different spot than what is shown on the preview. There are constant glitches such as the software will randomly refresh in the middle of creating a design or the laser will get stuck in a scan position and you need to turn the whole machine off to reset it. Now my worst problem is my gantry arm is crooked and all my work is engraving slanted upwards. I run a business and have a child to support, I am wasting hundreds of dollars in material. Communicating with customer support is a waste of time it's done by email and I have been going back and forth with them for days spending hours disassembling parts and taking photos and videos only for them to keep sending me more trial and error articles. Enough is enough there is clearly a bigger problem with my machine and it needs to be recognized and addressed! The truth is there is no real way to get ***airs on these machines and they are very POORLY made. I am now concerned I have a motor issue but don't know how to get this confirmed or fixed. So I currently have a $7,000 machine that is broken after a year and a half with no answer as to why my gantry arm is crooked. If I could go back in time I never would have bought this machine, it's a scam for how expensive it is for horrible technical support service and even worse quality. They should feel ashamed to do this to people who are trying to start a business and support a family

  Business Response

  Date: 10/18/2024

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

• Initial Complaint

  Date:09/24/2024

  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.

  March 3, 2021 the order was placed. I received the Glowforge Pro April *******. I paid for the 3 year extended warranty on December 28, 2021 when it was offered to me. The total amount spent on this Glowforge is $6,765.94 with the extended warranty. I have an extended warranty coverage until April 20th, 2025. I initially reached out to Glowforge customer service via email on September 6th, 2024. Included in my initial email was an explanation of what was happening to my Glowforge along with photos, videos, steps Ive taken, and the gift of good measure - all of which is typically requested when asking for tech support and I wanted to save time and the hassle. I called Glowforge on September 9th and spoke with ****. She was able to confirm it wasnt able to be fixed remotely and that my extended warranty will cover a Glowforge Pro replacement and it would be submitted that day. September 10th the replacement order still wasnt placed so I called again and waited on the phone until it was placed. I was sent an email confirmation that said weve prioritized your shipment ahead of new orders. We will ship your replacement printer within 14 days and well get it out faster if we can. I hadnt heard anything since then, so Ive been reaching out intermittently for updates. On Thursday September 19th I contacted the warranty company to confirm Glowforge submitted a claim and they didnt, so they helped me process the claim and said to contact Glowforge again for an update. I was assured it would ship by the 24th. Its the 24th and it still has not shipped. I called again, September 24th, and **** has now told me they dont know or have updates on when it might ship. I have asked for a supervisor multiple times because its clear something is wrong, and they have refused to transfer me. Instead I have been put on a list for a manager to call me by end of day and they didnt call. I would only like updates from a supervisor via phone call and email from this point forward

  Business Response

  Date: 09/30/2024

  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: 10/02/2024

   
  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. I do want to reiterate the importance of transparency within a company. Full transparency builds and keeps trust within your customer base. I do still believe ********************** needs to better their response times along with transparency and information they provide to customers- especially when there is a stock issue on machines and other items.

  I do appreciate Oscars responsiveness, transparency, and genuine concern when he reached out to resolve this issue.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:08/29/2024

  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.

  Request #****** I reached out to Glowforge Support on August 5th due to my machine not printing and being stuck in an error mode. I found that their support overall lacked business hours for consumers to receive assistance and troubleshoot. They refused to call me when I was home to walk through the steps. They also refused to do any troubleshooting or diagnostics from their end. Ultimately I feel that coming to a resolution in 3 days that my machine needed to be replaced with little to no troubleshooting is unacceptable. This machine is was over a $6K investment and sending photos and trying to disconnect one piece of the equipment does not equate to proper troubleshooting. I feel that this company chooses to leave their consumer at arms length and justifies the purchase of a refurbished machine rather quickly. I am seeking better customer service, support, and resolution that wouldn't cost me almost another $2k to resolve this.

  Business Response

  Date: 08/29/2024

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

• Initial Complaint

  Date:08/19/2024

  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.

  In Aug of 2020 I purchased my first Glowforge pro paying $5,948.35 USD. From that date to today I have had four machines in total, making that the average lifespan of the machine of only one year. I did pay for my third machine a total of $1,217.82 USD. This machine did not make it a full year before it broke down. And Glowforge is charging $1600 to send me another refurbished unit. This with all my material that has gone to waste and parts needed. I have lost over $8-$9000 dollars. I understand machines need maintenance and will break down, but for a piece of equipment that is $6000 these machines should last longer.

  Business Response

  Date: 08/20/2024

  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: 08/20/2024

   
  Complaint: 22167544
  
  I am rejecting this response because: ************** are faulty and are not made to last. I understand the company has given me an option, not a solution. Spending more money to get a 5th machine within only a 4 yr period is not right.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/09/2024

  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.

  The machine is based on an online "as a service" application. You cannot use the machine without access to this app. The new "Terms of Service" looks to force the end user to agree to "not" participate in Class Action Suits and give up the rights to their own creations in order to regain access to the App. This renders a machine that costs thousands useless and hold businesses hostage unless they agree to the new, unannounced terms.

  Business Response

  Date: 08/12/2024

  We are working with the customer and  awaiting a response to resolve this matter. We will remain available to support them in the future.

  Customer Answer

  Date: 08/26/2024

  The company has made no attempt to reach out to me regarding this issue.The only communications have been with the support team due to the constant failings of this machine. This is not resolved.

  Business Response

  Date: 08/27/2024

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